Customer Concierge

John Brooks Company Limited is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada. We have been in business for over 80 years and are committed to providing our customers with a diverse selection of engineered products and innovative system designs. For more information, check out our website and YouTube channel:
**Division**: Corporate - Marketing

**Office Location**: Laval, QC or Mississauga, ON or Edmonton, AB

WHAT DO WE DO?
We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

**THE COMPANY**:
John Brooks Company has doubled in size in the last 6 years to over 200 employees across Canada. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

At John Brooks Company, everyone has a place. Expect to be here a while - our average tenure is over 11 years We’re committed to cultivating and preserving a culture of inclusivity and connectedness. We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays.

We offer our employees competitive remuneration including base salary + incentive, competitive vacation plan, and a generous benefits package that includes Company Group RRSP with employer matching. Other perks include an annual health & wellness subsidy and paid personal days.

**THE ROLE**:
RESPONSIBILITIES

**Ensure a timely, professional response to**:

- Proactively keep customers informed of promised ship dates
- Ensure customers have a positive experience while processing Returns / Credit note / order issues through immediate and effective action
- Maintain all customer communication through the Maximizer CS module
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel

**Provide a superior customer experience by**:

- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed

**Other**:

- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time

QUALIFICATIONS

**Essential**:

- College Diploma in a related field
- Strong written and verbal communication skills
- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities will be a constant
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation

**Desirable**:

- Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

WORK ENVIRONMENT
- Fast-paced environment in a dynamic competitive industry
- Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.