Customer Support Generalist

3 months ago

Lachine, Canada Wajax Full time

**The Opportunity**

Answer call inquiries regarding the company product, parts and service information by following standard procedures. Researches and resolves customer complaints to ensure customer retention and satisfaction. Tracks the interaction in the customer support center database. Updates and checks order status on a regular basis.

**The Role**
- Work with Manager to follow-up on Key Accounts orders
- Respond to customers via telephone, or electronically in a timely and courteous manner; delivers strong internal and external service
- Enhances organization reputation by effectively resolving and qualifying customer inquiries and forwarding to the correct branch / business representative
- Drives a great customer experience through:

- Manage and coordinate customer complaint escalation process
- Provide customers with quotes and order fulfillment for simple parts inquiries
- Maintain support center database by entering and tracking related calls and call reason
- Perform other related administrative tasks as required by management.
- Education: College diploma / Post secondary Education
- Work Experience: 1-2 years related experience in customer service, parts, supply chain and/or product support operations. Reception and/or call centre experience an asset.
- Knowledge**:Basic knowledge of Wajax’s lines of business including industrial distribution, heavy equipment and/or truck & coach industry sectors is an asset.
- Proficiency: Bilingual French and English, strong oral and written communication skills, Microsoft Office, including Outlook, Intermediate Excel, Word and Power Point

**The Company**

Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas - to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”

Highlights include:

- Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus health spending account.
- Wajax led e-learning, and product training through industry leading manufacturers.
- Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
- Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
- Flexible work arrangements.
- Award-Winning Health and Wellness Program.

By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

**\\ Together we get more done.

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