Customer Care Representative

1 week ago


Oakville, Ontario, Canada Habasit America Full time

OVERVIEW OF THE POSITION

Responds to customer's inquiries or complaints regarding company's products or services.

RESPONSIBILITIES OF THIS POSITION

  • Responds to customer's inquiries or complaints regarding company's products or services.
  • Determines best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies.
  • Coordinates information to resolve problems.
  • Informs customers of procedures or resolution of problem.
  • Follows up to ensure customer satisfaction.
  • Makes periodic calls to existing customers to determine satisfaction with the company, products or services.
  • Provides guidance and training to less experienced representatives.
  • Position requires a thorough knowledge of company policies, procedures, products and services.
  • Talk with customers by phone concerning orders, returns, shipments and products.
  • Develop and maintain relationships with assigned customer accounts.
  • Work with assigned district managers in all aspects of customer service.
  • Receive and enter phone and fax orders.
  • Call customers when necessary to advise shipments delay and/or information necessary to process orders.
  • Initiate tracers with carriers.
  • Make changes to or cancel orders/back orders.
  • Initiate orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).
  • Initiate credit requests and return goods request from customers.
  • Fill out forms, determine changes for service requested.
  • Solicit sale of new or additional services.
  • Obtain customer feedback information.
  • Any other duties as assigned.

COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Preferred
  • Bachelors Degree in Business Administration, Marketing or Related Field


Preferred- 5 years experience in customer service, sales and/or marketing


Preferred- 3 years experience within AS/400 environment


Preferred- 2 years experience with ERP software


Preferred
  • High Competency with customer service issues


Preferred
  • High Competency with MS Word, Excel, PowerPoint, CRM Applications


Preferred
  • Proficiency in French a plus
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