Customer Service Specialist

4 weeks ago

Etobicoke ON, Canada Safety Media Inc. Full time

About Safety Media

Safety Media is one of the largest manufacturers and suppliers of a complete suite of fire and life safety products and services aimed to help maintenance personnel, property managers and building owners to meet the regulations and requirements of both Fire and Building Codes and stay compliant. Our main offerings are different fire and life safety products, custom signage that we plan to grow into a separate business, and professional services that include fire safety plans and training and compliance management software.

About the role

As a Customer Service Specialist, you will be the first point of contact for our customers and the company's voice, delivering the organization's values, fostering an exceptional customer experience and resolving inquiries promptly, professionally and effectively. This position requires strong customer service skills, sales support expertise, and meticulous attention to detail in order processing. The ideal candidate will be adept at combining customer satisfaction with the smooth execution of sales transactions.

Your responsibilities include:

  • prompt and professional response to customer inquiries via phone, email, and live chat, delivering accurate information about products, services, and order status;
  • sales support, where you'll assist customers in product selection, pricing, and promotions, collaborating with the sales team to contribute to overall sales targets;
  • meticulous attention to detail in efficient and accurate processing of customer orders, addressing any issues related to orders, shipping, and billing with a focus on timely resolution;
  • comprehensive understanding of the product catalog and services in order to provide informed support to customers;
  • collaboration cross-functionally with sales, production, inventory management, and shipping departments to ensure seamless order fulfillment.
  • maintain records of customer interactions, orders, and issue resolutions in ERM and tickeing systems, while actively contributing to continuous improvement by identifying areas for process enhancement.

The successful candidate will not only have a passion for sales and excellent customer service but should also have:

  • proven proficiency as a Customer Service Agent with the ability to interact professionally with diverse customers;
  • efficiency in conveying product information through various communication channels such as email, phone and chat;
  • over 3 years of experience in Customer Service
  • familiarity with property management or the Fire and Life Safety industry is a BIG asset;
  • proven collaborative capabilities with Marketing, Sales, and Executive teams to drive new business;
  • essential expertise in CRM and ERP systems, along with advanced proficiency in Word, Excel, PowerPoint, and Microsoft Outlook.
  • self-directed with the ability to work independently, exhibiting strong business acumen, work ethics, and integrity
  • Candidates with college-level courses or a degree in Fire, Building, or Safety Compliance are strongly preferred

About you

  • You have a passion for solving business problems with simple, elegant solutions
  • You have a passion for helping customers to meet their compliance and safety requirements
  • You want to take on the challenge of generating results that are over and above what is expected
  • You are influential and competitive - you want to make a difference and influence your team members and decision-makers by displaying positive personal drive and passion for what you do
  • You have clear professional goals, you want to develop, maintain, and strengthen partnerships with your co-workers and peers and you are passionate about making things happen.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
  • IndustryFacilities Services

Employment Type

Full-time

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