Client Services Representative

6 days ago

Kitchener, Ontario, Canada Demant Canada Full time

Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them. For more than a century, the Demant Group has played a vital part in developing innovative technologies and know-how to help improve people's hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant part of the Group.

Scope


Reporting to the Client Services Manager, the Client Services Representative is responsible for providing a high level of customer service support to the Company's customers to ensure customer satisfaction.


Duties and Responsibilities

  • Provide a high level of customer service to ensure customer satisfaction with the Company's products and services
  • Interact with customers regarding placing orders, status checks, rushes, warranties, service/repair, C/R requests, and providing quotes and related issues
  • Establish and maintain productive working relationships with customers
  • Process orders and liaise between Operations, Customer Service, Audiology, Finance and Distribution to ensure that all orders are logged, tracked, and maintained accurately via scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily
  • Prepare appropriate paperwork when necessary
  • Enter customer complaints and problems regarding services, products, billings and issues result in appropriate resolution. May require assistance from the Audiology team
  • Develop broad knowledge base related to services, products, programs, regulations/legislation, technologies and marketing strategies to meet company goals
  • Accurate filing and organization of associated paperwork
  • Provide basic product and technical assistance to customers
  • Participate in product launches/customer events when needed
  • Followup with customers on production queries as they relate to specific orders
  • Provide backorder status to customers
  • Assist other team members in the Client Service department when necessary
  • Some travel may be required
  • May perform special projects as assigned
  • All other duties as assigned

Education and Experience

  • A high school diploma or equivalent is required. Postsecondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred
  • Excellent verbal and written communication skills to interact with customers
  • Must have a minimum of 3 years customers service or help desk experience
  • Experience using Microsoft Windows program software
  • Dependability to work assigned shifts to ensure full coverage. Overtime is occasionally worked in order to meet the demands and deadlines associated with the position
  • The ability to think logically with some degree of technical flare
  • Bilingualism is an asset (English/French)

Why should you work with us?

  • Competitive salary with annual reviews
  • Excellent medical benefits; including dental, vision and health, Employee Assistance Program
  • Fitness/Exercise spending account
  • Group RRSP contributions
  • Paid 3 weeks vacation
  • Dynamic work atmosphere
  • Hybrid work model
**Accommodation

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