Csr - Customer Service Representative

6 months ago

Mississauga, Canada McRae Imaging Inc Full time

**Job Summary**:
As our Customer Service Representative, you will play a key role in working between our Sales team and our customers. This includes facilitating the smooth execution of projects for print, fabrication and lighting and ensuring customer satisfaction. This role will support customers’ innovative display solutions.

This position is based in our office and requires on-site presence during regular business hours.

**Key Responsibilities**:

- Collect and manage all incoming orders and information, whether received via sales personnel, internal stakeholder, or directly from customers.
- This role is responsible for managing our order process, spanning from estimating to invoicing. Ensure the prompt and accurate handling of all customer documentation linked to a project.
- Assist in the process of generating quotes and writing up orders to support the Account Manager.
- Communicate the work back schedule to the Account Manager and ensure timely updates for any modifications.
- Identify, assess, and communicate customers’ needs and requirements.
- Build sustainable relationships of trust through open and interactive communication.
- Generate and provide estimates for custom and configurable orders.
- Enter detailed orders into the ERP system with a high degree of accuracy.
- Communicate and coordinate with internal departments.
- Organize workflow to meet customer timeframes. Share ongoing project status updates with the Senior CSR.
- Follow communication procedures, guidelines, and policies.
- Gather customer feedback through customer satisfaction surveys and use it as a catalyst for ongoing enhancement and improvement.
- Resolve customer concerns in a professional and effective manner. CSR handles warranty claims and manages issues in a timely manner to ensure client satisfaction.

**Additional Office Responsibilities**:

- In the absence of the primary receptionist, greet and welcome visitors in a courteous and professional manner.
- Answer and direct incoming phone calls to the appropriate department or individual.
- Maintain a clean and organized reception area, ensuring it reflects a professional image at all times.
- Schedule appointments and meetings for staff members as requested.
- Assist with administrative tasks such as data entry, filing, photocopying, and scanning documents.
- Receive and distribute mail and packages to appropriate recipients.
- Monitor and maintain office supplies inventory, placing orders when necessary.
- Assist with special projects and tasks as assigned by management.

**Key Behavioral Attributes**:

- Exceptional organizational skills marked by a meticulous and detail-focused approach.
- Ability to present solutions and demonstrate problem-solving skills.
- Demonstrates ability to build strong relationships and team orientated.
- Ability to work in a fast-paced environment, continually prioritizing and multi-tasking.
- Strong communications skills, both written and verbal.
- Self-motivated and enthusiastic.

**Qualifications**:

- Post secondary education including college or university in a related field.
- Minimum 2 years’ experience in a similar manufacturing environment with a proven track record in a customer service role.
- Experience and knowledge of the sales process would be an asset.
- Organizational skills are essential to effectively maintain accurate project documentation and meet deadlines.
- Proficient in using technologies such as project management software or ERP systems.
- Project Management skills to ensure project deliverables meet established quality standards.
- Strong English communication skills, both written and verbal.

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 2 years (required)

Ability to Commute:

- Mississauga, ON L5L 5Z7 (required)

Work Location: In person

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