Customer Service/Service Coordinator

6 days ago

Vaughan, Canada Vinylbilt Windows and Doors 2021 Inc. Full time

*Window Experience preferred*

The Customer Service/Service Representative will ensure outstanding quality of service is provided to our customers by handling in-person, telephone and e-mail requests efficiently, effectively, and in a professional manner. He/she will also provide data entry and administrative support to the Customer Service Department.

Duties and Responsibilities

  • Data entry for window and door system orders and administrative support for the Customer Service Department/Service Department.
  • Ensures outstanding quality of service; customers have direct access to the Representative and are served in a professional, dynamic and competent manner.
  • Provides assistance to cad department to overcome backlog.
  • Assists customers with the purchase and ordering of window and door systems on telephone as well as walk-in customers.
  • Customer concerns and questions are addressed and solved within the appropriate delays. Follow-ups are conducted to ensure customer satisfaction.
  • Back-up for reception as needed.
  • Makes an equal contribution in relation to other Customer Service/Service Representatives in terms of the department’s productivity.
  • Completes daily responsibilities in a timely fashion in order to ensure data is available for reporting and product is shipped on time.
  • Adheres to VB's policies and procedures in order to deliver optimal servicing.
  • Supports sales initiatives using various techniques to add value, such as: Presents additional information on products.
  • Reviews and has a full understanding of all Vinylbilt and Private Label Warranty programs both written and implied
  • Responsible for thedrafting of warranty policy and procedures
  • Manages all new Service Requests and determines validity and accuracy of each request for warrantable issues and ensures all back up documentation is completed and accurate
  • Responds to all phone calls from Dealers/Homeowners
  • Inputs and maintains service requests in the database
  • Has backup coverage for employees are away or technicians are away
  • Reviews, creates and administers Service Department suggests and implements continuous improvements on processes and policies to facilitate growth, development and customer responsiveness
  • Completes, analyzes and submits Service Manager’s Daily and Weekly Reports against an established list of KPI’s
  • Works closely with production staff to enhance QC initiatives are met while providing feedback on trends and issues in the field
  • Communicates and resolves issues with our dealers and homeowners in a professional and customer service focused manner
  • Provides dealers with all information, tools and resources required
  • Orders all service parts and arranges for any special equipment
  • Schedules service calls for Service Technicians in response to customer requirements – ensure that technicians are equipped with all resources necessary to respond efficiently to customer needs
  • Ensures all service charges, chargeback’s and credits are completed in a timely manner works with A/R and A/P to resolve credit issues
  • Conducts regular meetings with service technicians and meet with individual department heads to provide updates on service and outstanding issues.
  • Attends management meetings as required by senior management to provide service information flow- inform dealers of updates, changes, bulletins, etc.
  • Escalates serious Vinylbilt, dealer or service issues to Senior Management and meets with Dealers directly as required
  • Performs on-site inspections and provides written reports as needed
  • Works with the Quality Control Manager to resolve any reported quality issues
  • Manages data and information relating to warranty issues
  • Other duties as required.

Qualifications:

1. 1-3 years experience in a customer service/service role.

2. Manufacturing experience an asset.

3. Post secondary education preferred.

4. Demonstrates a customer-focused and action oriented approach.

5. Accurate and efficient data entry skills.

6. Superior problem solving skills and analytical ability.

7. Excellent verbal and written communication skills.

8. The ability to work in a highly organized manner with detail and accuracy while meeting deadlines and balancing multiple tasks.

9. Proficient in MS Office (Word, Excel, Outlook)

Job Types: Full-time, Permanent

Benefits:

  • Casual dress
  • Dental care
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care

Flexible Language Requirement:

  • French not required

Schedule:

  • Day shift
  • Monday to Friday

Ability to commute/relocate:

  • Concord, ON L4K 5A8: reliably commute or plan to relocate before starting work (required)

Education:

  • Secondary School (preferred)

Experience:

  • Customer service: 2 years (preferred)
  • Window Manufacturing: 2 years (preferred)

Work Location: In person

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