Customer Service Rep in Barrie

4 weeks ago

Springwater, Canada Bradford Greenhouses Limited Full time

Here we **_GROW_** again Bradford Greenhouses is looking for a customer service-orientated and organized individual to join our Barrie, ON retail team in the role of Customer Service Representative.

**Reports To**:
Customer Service Supervisor

**Core Competencies**:

- Customer Focus
- Communication
- Energy and Stress
- Team Work
- Quality Orientation
- Problem Solving
- Accountability and Dependability
- Operating Equipment
- Ethics and Integrity

**Summary**:
The **Customer Service Representative** will act as a support network between the consumers and the retail store. This individual(s) will assist customers by responding to inquiries, acknowledging, and resolving complaints/concerns, and any other item that is required to enhance our customer service level. This individual is expected to provide superior service for all customer inquiries, support will include in person, online and over the phone.

**Job Duties**:

- Reviewing the current on hand inventory and ordering required product from wholesale vendors. This product includes bulk soil, sod, nematodes, mailboxes, furniture etc.
- Entering information from a manual (handwritten form) into an excel spreadsheet. These reports include returns/exchanges, customer surveys and other data information we may be collecting.
- Respond to customer inquiries about landscaping and schedule appointments between the landscape designer and their clients.
- Take delivery information from customer and arrange the dates for delivery.
- Ensure that the items that require delivery are completed within the committed timeframe. This may include contacting the delivery driver, requesting an additional driver, and organizing and arranging deliveries in co-ordination with the floral shop.
- Sell gift certificates to customers either over the phone or in person.
- Administer donations. This includes sending the initial donation request form to the donation committee for review, communicating with the customer on whether or not their request was accepted and providing the donation product as specified by the committee.
- Provide product information for customers. This may include identifying types of plants, plant diseases, insect identification and information on any product within the store.
- Inform customers of the available programs to encourage customer loyalty (grow for the green, seminars).
- Tabulate receipts and provide appropriate coupons for the Grow for the Green customer. Once completed, provide the customer information to reception.
- Administer large corporate customer account payments.
- Process refunds and exchanges in accordance with the company’s policies and procedures. (Includes compiling tracking form and some basic analysis).
- Advising management of any potential product, customer, or employee concerns.
- Remove inventory used by the flower shop, ensuring that the inventory in the system reflects the accurate in store inventory.
- Administer write offs in accordance with the company’s policies and procedures.
- Process employee purchases in accordance with the specified policy and procedure.
- Cashier (please refer to cashier job description).

**Requirements**:

- Strong customer service skills.
- Able to multi-task.
- Able to quickly navigate the internet and or library resources to provide responses to customer inquiries.
- Able to create reports, tables, and presentations with computer software (Excel, Word, basic programs, internet, etc.).
- Able to analyze data to recognize and act on consumer trends.
- Strong organization skills: complete daily reports, respond to customer inquiries and ensure deliveries are completed all in an orderly and timely manner.
- Attention to detail.
- Able to risk manage and easily identify how to increase profit and decrease costs.
- Enhanced Stress Management: Able to quickly resolve conflicts, multitask and work in a busy environment while maintaining a positive, co-operative demeanor.
- Able to make rational and quick decisions in a stressful environment.

**Working Conditions**:
Weekends and evenings are required. This position may be exposed to longer hours, days on your feet and a moderately stressful environment. Some paperwork will be involved.

**Sensory and Physical Demands**:
Sensory demands in this position are high and entail approximately 40% auditory effort, 30% oral communication and 30% computer-oriented tasks and decision-making. Physical demands are limited however due to the nature of the retail environment the individual will be exposed to extreme weather conditions for an extended duration of time.

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