Customer Service Representative

6 months ago

Brampton, Canada Hardwood Giant Full time

As a Hardwood Giant Customer Service representative, your role is to drive sales by providing exceptional customer support to our valuable customers for the flooring projects, from inception to completion. The CSR will provide helpful information, answer questions, and respond to customer complaints/concerns in a timely manner.

**_ Roles and Responsibilities_**
- Assign the leads/queries to appropriate store locations and consultants.
- Resolve product or service problems by clarifying the customers complaint; identifying the problem and/or concerns, providing solutions or alternatives, expediting correction or adjustments, and following up to ensure resolution
- Efficiently resolve complaints and errors, using proper judgement to refer complex issue and the ability to communicate effectively to solve them
- Liaise Partner with Sales, Distribution, Purchasing and other departments as needed to solve customer’s issues.
- Pro-actively investigate and follow up on inquiries or escalations and refer to Team Manager or Manager, as necessary.
- Review orders by following reporting procedures for completeness and forward incomplete orders for further processing.
- Place orders, prepare invoices, shipping documents, and contracts Issue paperwork to customers and warehouse staff.
- Prioritize the customer relationship at all times by listening and responding with empathy.
- Proactively offer the customer suggestions to ensure they have a complete solution to their office needs
- Provide delivery and order status information to customers.
- Initiate follow-up and provide a solution for order and delivery issues.
- Provide timely backorder information and alternate product recommendations to customers when required.
- Record all contacts in the customer contact tracking tool to ensure proper and accurate information is available.
- Additional duties as assigned.

**_ Requirements - Knowledge Skills and Abilities_**
- Graduate Degree or Completed High School Diploma with relevant experience.
- Minimum 1 to 2 years relevant experience; sales, retail or service industry experience is preferred.
- Previous customer service or sales support experience in a Call Center Phone and Chat Support is considered an asset.
- Excellent problem solving and communication skills including verbal, written and active listening
- Strong flexibility and adaptability to manage multiple tasks within stringent time frames while ensuring accuracy.
- Experience in a fast-paced environment preferred.
- Exceptional interpersonal and relationship building skills with the ability to analyze and assess the needs of our customers.
- Proficient working with of MS Office Windows suite.
- Familiarity with CRM systems preferred.
- Professional and courteous manner. Ability to maintain composure during stressful situations.
- A team player who is self-motivated and driven to grow.

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