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Customer Service Agent

4 weeks ago

Montréal, Canada Corporation Adfast Full time

Working at Adfast means being part of a human and technological adventure that began over 40 years ago. We are a manufacturer of eco-friendly adhesives, sealants and insulating foams for sustainable building construction.

Adfast is certified as an Industry 4.0 showcase by the Ministry of Economy and Innovation, due to the interconnectedness of its multiple software, machines and highly automated production lines. True to our pioneering spirit, what sets us apart and reflects our DNA is imagination, ingenuity, boldness, innovation as well as excellence in chemical and mechanical engineering. Adfast was recognized for its overall performance and continued growth by receiving the prestigious Canada's Best Managed Companies award. Today, Adfast is a privately held company with nearly 185 employees and 11 offices.

Adfast is currently seeking a **Customer Service Agent**

Under the responsibility of the VP Customer Service, the primary responsibility of this position is to ensure customer satisfaction, interact and build trust with customers by meeting their needs effectively and enthusiastically.

**Working Conditions**:
**Schedule**: Monday to Friday, 40 hours per week. Possibility of telecommuting with 2 screens and a scanner printer provided

**Status**: Permanent

**Benefits**: Group insurance, RRSP program

**Main Tasks and Responsibilities**:

- Coordinate customer requests and ensure follow-up;
- Redirect calls if necessary in order to respond quickly to customer questions;
- Take orders and check products, prices, quantities and ensure transport and delivery terms;
- Send order confirmations to customers;
- Follow up on orders and, if necessary, make adjustments;
- Work with ERP (Dynamics AX) and CRM (Salesforce) and ecommerce platform
- Record sales prices;
- Manage complaints and prepare credit notes
- Work in collaboration with the sales, purchasing and shipping teams

**Requirements**:

- DEC in administration or a DEP in sales
- Strong customer service experience;
- Bilingualism essential (french and english);
- Excellent communication skills (verbal and written);
- Mastery of the Office suite (Word, Excel);
- Knowledge of the Salesforce CRM platform (asset).

**Desired Skills**:

- Sense of resourcefulness and good judgment;
- Demonstrate dynamism and positivism; Have an organized and structured approach (daily multitasking);
- Demonstrate patience, thoroughness and rigor;
- Ability to communicate and interact in a professional manner, good listening skills;
- Ability to adapt to ongoing changes;
- Ease of learning;
- Stimulated by new challenges;
- Willingness to work independently or in a team;
- Excellent analytical and monitoring skills.

Monday to Friday

7:00am-4:00pm or 8:00am-5:00pm

Day shift

40 hours a week