Customer Service

1 week ago

Dorval, Canada SF Marketing Inc. Full time

SFM provides an equitable, inclusive, and growth-focused environment for our staff, and we are looking to hire motivated individuals to join our team

**Why Choose SFM?**

At SFM, you’ll get to play a part in a stimulating industry that sits at the intersection of art, communication, and technology. You will be surrounded by a team of passionate people that instill everything they do with a contagious vigor. Join our team to learn and contribute to an industry going (and growing) through a transformation where modernization and diversification are key to our success. So, if you’re keen to be heard and empowered, grow your skillset, and are ready to roll up your sleeves and have fun, reach out to us

**What You’ll Have at SFM**:

- Progressive, flexible work arrangements with benefits such as:

- A company-wide 4-day work week—a first in our industry
- Hybrid work model
- Flex-time arrangements
- 30-day per year allowance to work from anywhere, globally
- Car charging stations on premises.
- Discounted employee pricing on products from the brands we distribute.
- Extended health benefits.
- A place at an organization that has perennially achieved status among Canada’s Best Managed Companies.

**Job Statement**

Primary point of contact for outside sales representatives and their clients. Provide customer service and inside sales support.

**Responsibilities**

Customer Service
- Respond to incoming calls in a manner that creates a supportive environment and overall positive experience for outside sales reps and customers
- Take ownership and resolve customer issues by representing customers’ interests within the company (e.g., resolving a pricing discrepancy, meeting a delivery date, getting an answer to a technical question)
- Effectively manage customers’ outbound orders through the order process and resolve issues that impede order progress
- Coordinate customer returns and credit notes
- Negotiate product returns, replacements and credits
- Investigate and resolve routine customer complaints & issues
- Elevate major issues & important customer feedback to the Inside Sales Manager for further action
- Provide backup support to other members of the team, as required
- Participate in product training sessions and company-wide initiatives to improve cross-functional processes, as required

Inside Sales
- Develop close business relationships with sales reps and clients in the assigned territory
- Understand and support customer’s business needs
- Up-sell on existing orders, recommend product alternatives & substitutions and proactively participate in product promotions
- Undertake proactive, outbound efforts to strengthen customer relationships and generate sales
- Achieve personal sales objectives and contribute to those of the department
- Participate in departmental meetings related to such topics as sales results, special promotions, training, and account management

**Qualifications**
- Minimum three (3) years of customer service and/or inside sales experience
- Experience in the Pro Audio and/or Musical Instrument industries, an asset
- Bilingual (oral and written)
- Ability to multi-task and work well under pressure
- Ability to work autonomously as well as part of a team
- Good inter-personal skills, service-oriented, entrepreneurial, dynamic and proactive

**What We Do**

SFM is an award-winning* and industry-leading distributor and go-to-market service provider for the pro audio, musical instrument, live entertainment, and media production industries. This means we help ensure that inspiring brands like Shure, QSC, Pioneer DJ, Moog, and Casio are well represented in the Canadian market. Our company began over 40 years ago with a passion for the music industry and commitment to our staff and customers, and this continues today. We owe our success to an innovative and flexible approach, as well as the strong connections we build with the people we serve. SFM provides an equitable, inclusive, and growth-focused environment for our staff, and we are looking for highly motivated individuals to join our team
- *SFM has been awarded _**Canada’s Best Managed Companies**_, an internationally recognized and leading business management award by Deloitte for four consecutive years running._

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Flextime
- Life insurance
- On-site gym
- Paid time off
- Profit sharing
- Work from home

Ability to commute/relocate:

- Dorval, QC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

Work Location: Hybrid remote in Dorval, QC

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