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Customer Service Representative

3 months ago

Toronto, Ontario, Canada William F. White Full time

Our Company

Founded in 1963, William F. White International Inc. ("WFW"), a Sunbelt Rentals Company, is Canada's oldest and largest provider of production equipment to the entertainment industry. With offices across the country, the company services productions of all sizes from coast to coast and houses an extensive state-of-the-art inventory, including camera, lighting, grip, specialty equipment, location support and a growing portfolio of premium studio properties.

Our Values
Put people first

  • We support and respect our team, clients, and community before anything else.
Do what we say

  • We act with integrity and follow through on our commitments.
Foster excellence

  • We engage and empower great people to do great things.
Support our communities

  • We work with our industry partners to build safe, healthy, inclusive, and sustainable communities.

The Golden Opportunity


To better serve the production industry's growing ambitions, our Toronto team is looking for an individual to join us in the role of
Customer Service Representative.

This is a full-time, permanent position reporting to the Manager, Client Service Department.

Responsibilities include (but are not limited to):

  • Collect all job-related information, including job name, production type, job dates and job contacts and E-Mail address during the order building phase.
  • Receive approvals for all quotes and orders sent to the customer for all rentals via the PO system.
  • Follow up with production for any order changes. Ensure all pricing and costs associated with any changes are approved by the customer prior to the release of equipment.
  • Procure all required subrental equipment from approved vendors and suppliers. Ensure accurate pricing, capturing all costs associated with any subrental that is required to fill a customer's order. Confirm all subrentals to the suppliers by providing a PO generated through RTPro.
  • Set up the late and expected return reports with production based on the collected information above.
  • Distribute order picklists and return list to the Rental Desk staff prior to the customers arrival.
  • Field any customers request or concerns and ensure all matters are addressed in a timely manner.
  • Arrangements of any equipment exchanges (faulty equipment, main package exchanges).
  • Keep accurate and uptodate records within your devices along digitized paperwork backup.
  • Ensure the return of subrented equipment to the appropriate subrental supplier.
  • Process missing and damaged reports for equipment returns in an unsatisfactory condition. Authorize and charge for missing and damaged equipment. Send all Loss and Damage orders to production in order to obtain a PO# for the billing department.
  • Monitor all job reports related to your productions such as but not limited to, Late Returns, checked out with no PO# and Orders checked out without insurance.
  • Confirm the appropriate billing of contracts by ensuring their accuracy during the draft stage and correct any information as needed.
  • If required, assist billing personnel in the collection of all required customer information, including insurance certification, customer contacts, shipping, and billing addresses.
  • Remain update on new equipment and technologies and their uses to aid customer.
  • Ensure that all departmental policies and procedures are followed.
  • Provide backup coverage for your coworkers during times of absence.
  • Utilizes continuous improvement mindset and assists in identifying opportunities to improve processes.
  • Attend weekly CSR meetings.

Qualifications:

  • Minimum 3 years' of customer service experience in the Film Industry.
  • Knowledge of the film industry including equipment and hierarchy.
  • Proficiency in RTPro.
  • Proficiency in Microsoft Office Suite (i.e., Excel, Word, etc.).
  • Must have strong organizational, interpersonal, and multitasking skills.
  • Must have the ability to work under pressure and to tight deadlines.
  • Must have excellent verbal and written communication skills.
  • Strong ability to manage multiple projects at a time while paying strict attention to detail.

The Icing on the Cake


We've got your essentials covered, from competitive base salaries and a group benefits package (with massages and dental) to a group RRSP plan and a companywide profit-sharing program.

Our Education and Training team is serious about supporting you with resources to perform at your very best and there is a tuition reimbursement program amongst other things.

The WFW team is growing at a rapid rate to meet the world's unsatiable hunger for awesome content. We're literally helping to shape the future of entertainment. Join us.

Job Types:
Full-time, Permanent

Benefits:

  • Company events
  • Company pension
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • Profit sharing
  • RRSP match
  • Tuition reim