Customer Service Rep

6 months ago

Kitchener, Canada AirBoss of America Corp. Full time

Position Overview
As the Customer Service Representative, you will be supporting our customers as our first point of contact. Responsible for servicing our customers, maintaining, and growing relationships, processing orders, invoicing/credits, data entry, and order management. The individual will be self-motivated, and able to work under pressure in a fast-paced environment. This position reports to the CSM.
Primary Responsibilities
- Contract Review Order Management Process; Oversee and optimize the end-to-end order management process within the ERP system with efficiency and accuracy, from order receipt to invoicing.
- Monitor order status; Proactively identify and resolve issues or delays, and provide regular updates to customers and internal customers regarding order progress and expected delivery dates. Act as a liaison between customers, production, sales, technical, and accounting to resolve customer concerns, deliveries, and invoicing issues.

Maintain comprehensive and organized records of customer interactions, orders, and resolutions.
- Key Performance Indicators (KPIs); Provide details and reports on KPIs related to order management, such as order confirmation cycle time and late order reason identification.
- Demand Planning; Maintain a constant relationship with customers, sales, and manufacturing teams to understand the demand forecasting drivers.

**Qualifications**:

- Proficiency and problem-solving; a positive attitude with all customers consistently and equally. Solving problems in a timely manner is essential, identifying and then implement solutions effectively. Seeks guidance when needed.
- Excellent interpersonal, listening skills, strong communication skills; Clear positive communication skills, good natured, ability to handle high levels of pressure and critical decision-making. Ability to multitask, prioritize, and manage time effectively within a fast-paced environment. Ability to work positively with other team members.
- Attention to detail; manage customer accounts and resolving issues accurately. Accurate administrative skills and attention to detail.
- Customer Service Experience; 5+ years experience in a customer service role; ideally in manufacturing environment.
- Accounting essentials; process daily invoicing and issue customer credits.
- Proficient computer skills; Microsoft Excel, Access and PowerPoint. Knowledge of ERP (IFS).

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