Digital Customer Service Specialist

5 months ago

Langley, Canada E.B. Horsman & Son Full time

**About the Team**

E.B. Horsman & Son (EBH) has been in business since 1900. We are strong, nimble, and growing EBH is proud to be a successful Western Canadian electrical distributor with 20+ locations throughout BC, Alberta, and Saskatchewan, and we are consistently recognized as one of Canada's Best Managed companies. We take pride in living by our core values and carrying our mission statement of “Providing the Best People, Best Solutions, and the Best Service in the Electrical Industry.”

**Why Join the EBH Team?**

The Perks.
- Full benefits package
- Competitive compensation plan
- Profit-sharing
- Birthday day off

**The People & Culture.** You will be a part of a collaborative team with people you can be proud to work with.
**Continuous Development. **You will have access to our EBH University for personal & professional development. Training and development have been an essential part of our culture. Increasing our knowledge not only builds confidence but also empowers growth through learning.

**About the Role**

**Position Type/Schedule**
This is a full-time, permanent position, 40 hours per week.

**Location**
Divisional Office - #215- 9440 202nd Street Langley, BC V1M 4A6

**What are the Key Accountabilities?**
- ** Customer Relations**: Handle online inquiries, implement a chatbot for quick responses, and support customers with self-service and account setup issues.
- ** Order Entry and Management**:Monitor and support online orders, address backorders in the ERP, review, and update orders daily, and coordinate with the sales team for timely fulfillment.
- ** Online Payment Transaction Support**: Balance the cash drawer daily and assist the AR team with web orders and online payments.
- ** Return Material Authorization**: Facilitate returns between customers and EBH branches, issue refunds through ERP, and link RMAs to invoices.
- ** Internal Communication**: Communicate with Account Managers on customer e-commerce status, address inquiries, collaborate with various teams to enhance order fulfillment and customer experience, and analyze feedback for problem-solving and improvement.
- ** Internal Support**: Implement eCommerce and Marketing Technology to enhance business strategy and customer support. Identify and recommend new tech solutions, collaborate for data accuracy, and assist with training and CRM for customer satisfaction and website engagement.
- ** Branch Backup Support**: Provide overflow sales support when required or during staff shortages, responding to inquiries and requests for information to ensure timely resolution with the appropriate departments.

**What You’ll Bring To This Role?**
- Post Secondary education plus 5+ years' experience in the electrical industry.
- Previous experience in a B2B or B2C customer service or customer success role.
- Excellent written and verbal communication skills with a friendly demeanor and tone.
- Eager to learn, grow, and continuously improve.
- Flexible and adaptable mindset to fast-changing priorities.
- Ability to manage multiple, complex projects with diverse and cross-functional teams.
- Strong problem-solving, organization, and conflict-resolution skills.
- Advanced computer skills with high proficiency in MS365, MS Teams, CRM, ERP Order Management Systems, databases, and cloud-based, and virtual platforms.
- Chatbot and ticketing system management experience is an asset.
- Experience with Adobe Commerce Magento platform or equivalent is an asset.
- Knowledge of electrical or trade industry products is an asset.
- CLB level 8 - 9 English language proficiency.

**Our Core Values: Celebrating the Past, Empowering the Future**

Teamwork & Collaboration | Integrity| Commitment | Reliability | Initiative | Continuous Improvement

**Take Your Next Step With EBH**

**Our Commitment to Inclusion & Diversity

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