Customer/consumer Care Representative

2 months ago

Whitby, Canada Avery Products Canada Full time

Located in Whitby, Ontario, we’re a well-known brand (Labels, Cards & Crafting items, Binders, Index Dividers, Sheet Protectors, Hi-Liters & Markers) selling both Consumer Packaged Goods and Direct-to-Consumer custom printing with the need for superior personnel to help bring their expertise to our growing organization. With a customer-centric focus, we are dedicated to providing exceptional products & service from our Manufacturing & Distribution facility.

At Avery Canada, it is important to us that our customers, consumers andour employees are happy. We strive to provide a great company culture with departmental and company-wide team events, paid holidays (including your birthday off), education assistance plan, annual fitness credit and a bonus program that rewards our collective success. Of course, we offer a competitive health and dental plan, a pension plan (with matching), life insurance and both long and short-term disability programs. We have a busy but fun work environment, approachable management and an overall friendly work environment.

We are a two-minute walk to the Lake Ontario waterfront park in Whitby with grassy places, walking paths, a picturesque pier, picnic tables and even a food truck Bottom line, we think you will like it here - we have some 40+ year tenured employees

This position is Monday to Friday, from 8:00 am to 4:30 pm with the occasional overtime. If you are passionate about customer service, a great problem solver and like to work in a fast-paced environment, we want to meet you

**Primary Responsibilities (PCN)**:

- Primarily assist the pc/nametag line of business
- Enter and manage multiple orders at a time. Ensure changes are made and that customer deadlines are met
- Work with customers on product selection, product pricing and availability, shipping inquiries and order status questions
- Research and resolve customer issues using excellent problem solving skills
- Create, edit and verify quotes and orders before release
- Relationship building with new and existing customers
- Effectively work with sales to ensure customer satisfaction
- Effectively manage the customer contact database
- Attend trade shows, if required
- Consistently work in a safe manner
- Assist customer service and consumer service as required
- Provide support in project work, other special requests and duties as assigned

**Customer Responsibilities**:

- Proactively manage customer transactions from order to payment cycle
- Enhance key contact relationships with customers through impeccable customer support
- Manage customer orders to fill performance expectation, minimize service impact and manage spike demand
- Liaise with internal/external customer to gather information to better understand and solve their needs
- Support manufacturing and distribution operations

**Consumer Responsibilities**:

- Identify areas of complaint and work with consumer on solutions
- Liaise with other departments to resolve consumer issues
- Adapt to changing products and be able to interpret new information and convey to consumers when required
- Daily filing and monthly archiving in accordance with company procedures
- Distribute samples for consumer requests in a timely manner, as requested

**Qualifications, Skills and Experience**:

- Secondary School Diploma required
- 2+ years strong Customer Service and order management experience
- Experience with soft sales an asset
- Excellent interpersonal, written and oral communication and customer service skills
- Experience with online chat and ecommerce/web sales
- Proficient in Microsoft Outlook, Excel and Word
- Experience with art/graphics and able to form opinions
- EDI experience an asset
- Experience working in promotional products and event planning industry an asset
- Forward thinking and solutions oriented with ability to come up with plan B and plan C
- Self-motivated, self-directed, goal oriented, adaptable and well organized individual who is comfortable working independently and who can handle and drive multiple deadline projects simultaneously
- Strong prioritization, problem solving, root cause analysis and attention to details skills
- Ability to learn quickly and juggle multiple priorities in a fast paced environment
- Ability to build strong collaborative relationships and be a team player
- Ability to receive constructive feedback in a positive manner
- Ability to work flexible hours to support customers across Canada
- Ability to travel domestically and internationally if required
- Bilingual French/English as asset

Schedule:

- Monday to Friday

COVID-19 considerations:
Covid-19 vaccination policy and protocols are in place.

**Experience**:

- Customer service: 2 years (required)
- order management: 2 years (required)

Work Location: In person

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