Client Services Representative

2 weeks ago

Kitchener, Canada Diatec Canada Ltd. Full time

Diatec Canada is a premier distributor of audiological equipment, representing trusted manufacturers to provide tailored solutions for hearing clinics, hospitals, ENT offices, and balance centers. Our expert team offers comprehensive support, handling inquiries, troubleshooting, and technical assistance with expertise across all equipment brands. We ensure quick delivery of accessories and consumables, backed by our commitment to customer satisfaction and reliable service. With a focus on meeting the unique demands of the Audiological field, Diatec Canada is dedicated to delivering high-quality products and personalized support to help our clients succeed.

Kitchener, ON - Hybrid

**Responsibilities**:

- Provide exceptional customer service to ensure customer satisfaction.
- Interact with customers for order placement, status checks, rushes, warranties, service/repair, C/R requests, and quotes.
- Establish and maintain productive working relationships with customers.
- Process orders and liaise between departments to ensure accurate tracking and fulfillment.
- Log orders into Salesforce/Navision database and ensure appropriate follow-through.
- Prepare necessary paperwork for order processing.
- Address customer complaints and problems, seeking resolution and assistance from the Sales & Service team when needed.
- Develop a broad knowledge base of products, services, regulations, technologies, and marketing strategies.
- Maintain accurate filing and organization of associated paperwork.
- Provide basic product and technical assistance to customers.
- Participate in product launches and customer events.
- Follow up with customers on production queries and provide backorder status.
- Assist other team members in the Client Services department when necessary.
- May perform special projects as required.

**Requirements**:

- High school diploma or equivalent; post-secondary diploma or degree in sales, customer service, business administration, or related field preferred.
- Minimum of 2 years of customer service experience.
- Excellent verbal and written communication skills.
- Experience using Microsoft Windows software; Salesforce experience is an asset.
- Bilingualism (English/French) is required.

**Problem Solving/Judgment and Decision Making**:

- Works on semi-routine assignments, following established processes and procedures.
- Exercises decision-making in determining which issues to escalate.
- Handles moderately complex issues, exercising sound judgment to achieve resolution.
- Logical thinking beneficial for troubleshooting equipment problems over the phone.

**Supervision**:

- Reports to Team Leader, Client Services.
- Performs assignments under general supervision.
- Receives instructions on routine work and new assignments.
- Provides guidance and training to less experienced employees but has no supervisory responsibilities.

**Internal and External Contact**:

- Interacts with team members, Audiology, Operations and Sales/Service teams.
- Regular contact with non-management and management staff in Accounting, Operations, and Distribution.
- Daily interaction with customers.

**Why should you work with us?**
- Competitive salary with annual reviews
- Excellent medical benefits; including dental, vision and health, Employee Assistance Program
- Group RRSP contributions
- Three weeks of vacation
- Fitness/exercise spending account
- Dynamic work atmosphere
- Career development programs and opportunities

**Accommodation**

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.

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