Customer Service Specialist

4 weeks ago

Winnipeg MB, Canada Globaldraintech Full time

Full-time, 12 month contract, On-site

Global Drain Technologies, doing business as FoodSafe Drains, Slot Drain Systems, and Landscape Drains, is a leading manufacturer of engineered drainage systems for food and beverage manufacturers, industrial facilities, and urban landscape projects. We are looking for a customer-driven, manufacturing-oriented individual who has a vested interest in making an impact in our growing, family-owned organization. As the award recipient of the Canadian Manufacturers & Exporters 2024 Emerging Award, Global Drain Technologies is carving its path as a future leader in Manitoba manufacturing.

The core mission of the Customer Service Specialist is to delight customers from the moment a sales order is placed, through product delivery and beyond. We are seeking an individual who is passionate about delivering customer service which transforms regular customers into brand evangelists driving repeat orders. The ideal candidate will have excellent communication skills, a strong attention to detail, and an ability to work in a team environment to continuously improve the customer service experience.

Key Responsibilities:

  • Customer liaison for all stages of production, shipping, and post-delivery.
  • Intra-company customer advocate coordinating the sales order with Sales, Engineering, Finance, and Production.
  • First point of contact for customer inquiries after a sales order is received; provides timely responses to the customer regarding the status of their order.
  • Regularly updates customers on anticipated delivery dates and performs the delivery day customer quality and accuracy inspection sign-off.
  • Ensures Customer understands installation procedures.
  • Coordinates the after sales process of customer feedback survey, promoting pictures and tags to social media pages.
  • Responsible for updating the Customer Relationship Management (Hubspot) and Enterprise Resource Planning (Acumatica) systems.
  • Administers warranty claims and customer complaints; coordinates investigations with the VP of Sales and General Manager.
  • Responsible for departmental Customer Satisfaction Score, Time to Resolve Service Tickets, and Repeat Business metrics.

Education and Experience:

  • Post-secondary diploma or degree in Business Admin/Commerce/Marketing or a related field / or equivalent work experience.
  • More than 2 years of experience in a Customer Service oriented environment.
  • Excellent communication and interpersonal skills.
  • Work experience in drainage systems, building materials, or construction industries is an asset.

Our company culture promotes creativity, innovation, and a strong sense of respect for one another.

Global Drain Technologies is committed to providing accessible employment opportunities. If you require an accommodation at any stage of the recruitment process please let us know.

Hours of Work: 80 hours biweekly. 8-4:30 pm Monday to Friday

How to Apply: Applicants must demonstrate in their cover letter and resume (PDF or Word) how they meet the requirements of this position. 

GDT thanks all applicants, however only those selected for an interview will be contacted.

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