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Senior Customer Service Representative

3 months ago

Scarborough, Canada InVision Staffing Services Inc. Full time

InVision is a Professional Recruitment Firm involved in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.S. We have a successful track record working on both small and large recruitment projects, across North America.


Our client is a recognized Manufacturer of HVAC and fluid technology systems are actively seeking Customer Service Representative to join their team. The Senior Customer Service Representative maintains all aspects of the customer service relationship including contract verification, order processing, scheduling, follow up, and communicate customer needs to all departments.


Responsibilities:

  • Maintains excellent communications directly with customers, being attentive to individual customer’s requirements and ensuring a pro-active, efficient response to customer’s needs.
  • Answers customer telephone enquires adopting a polite and professional attitude at all times.
  • Provides immediate response to customer queries and inquires, primarily by telephone and then followed up via e-mail.
  • Follows established policies and procedures ensuring standards of service to customers and business objectives are achieved at all times.
  • Pro-actively communicates and works with members of your own and other departments to ensure standards of service to customers and business objectives are achieved.
  • Maintains records of approved customer contracts to ensure accurate processing of orders at all times.
  • Maintains customer data files as needed to ensure accuracy of information recorded.
  • Processes customer change orders and notifies the appropriate departments.
  • Initiates Sales Returns Goods, following the established procedures.
  • Enters and acknowledges customer orders on the Manufacturing Planning System
  • Maintains a current regional order backlog.
  • Expedites orders and inquiries as approved by management.
  • Proactively contacts customers regarding late deliveries.
  • Liaises with finance regarding new and/or blocked accounts and keeping the customers informed as appropriate.
  • Liaises with internal and external sales personnel.
  • Works with the Procurement Team to ascertain delivery timescales for the product(s).
  • Liaises with appropriate production personnel on lead times and/or delivery dates.
  • Handles customer complaints ensuring a satisfactory resolution for both the customer and the business.
  • Liaises with customer site personnel regarding deliveries of products.
  • Liaises with company manufacturing, commercial administrative staff and management to ensure that all product problems are fed back to source for corrective action to be implemented.


Qualifications:

  • Previous experience in customer service essential
  • Ability to work independently and as part of a team
  • Must have an enthusiastic attitude with exemplary problem-solving skills
  • Previous experience of HVAC business advantageous
  • Previous experience of using an MRP System
  • A pro-active and flexible approach to work
  • Excellent interpersonal skills
  • Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
  • Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well thought-out recommendations.
  • Strong, team-oriented leadership skills with presence and a bias for action.
  • Self-directed with ability to work autonomously and collaboratively and a focus on results.
  • Ability to communicate in an open and authentic manner in all situations

Employment Rewards:

  • Contract to perm role
  • Day shift
  • International organization with room for growth

Application Process:

All Qualified candidates will be contacted.

InVision is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:

InVision is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.