Customer Success Representative

1 week ago

Toronto, Canada Chair-man Mills Full time

**Chair-man Mills**:A true leader in the event rental business and has earned this reputation through decades of being first-to-market with innovative designs and rental items and by maintaining a commitment to customer relationships that is second-to-none.

**Position Overview**

As an integral member of the Sales & Operations team, the Customer Success Representative (CSR) supports our sales and operations team, partner planners, caterers, venues, and the general public in the execution of events. As a CSR, you will process event quotes and reservations on behalf of the sales team during high volume seasons. The CSR serves as the central point of contact internally between operations and our sales team. Externally, the CSR will be the voice of operations when interacting with our customers and partners. Strong inter-personal communication skills, hyper-attention to detail, technology/digital savvy, and a passion for the events industry are critical for success in this role.

**Schedule**:
Must be flexible to work Wednesday to Sunday.

**_Wednesday - Saturday 12:00 pm - 8:00 pm and Sunday 9:00 am - 5:00 pm._**

**Essential Job Functions**

**Operations Support**
- Assist the operations team with administrative tasks, including closing and sending out incoming and outgoing orders, processing sales orders, and responding to customer inquiries promptly and professionally.
- Collaborate closely with the sales and dispatch team to provide necessary support and ensure smooth execution of sales and operations.

**Customer Service**
- Provide excellent customer service by promptly responding to inquiries, resolving issues, and ensuring overall customer satisfaction.
- Handle inbound calls, take orders from customers, and facilitate communication with the dispatch team to schedule deliveries efficiently.
- Collaborating with the dispatch lead to optimize truck loads and ensure effective logistics planning.
- Demonstrate product knowledge to customers and assist them in making informed decisions.
- Address customer complaints professionally, providing effective resolutions and ensuring customer retention.
- Support dispatch teams with both regular and last-minute orders, acting as a mediator between sales, fleet, and clients.
- Facilitate communication and coordination with various departments, including the warehouse, tableware, and linen to fulfill last-minute orders and meet customer demands.
- Gather feedback from customers and update the error report to continuously improve service quality and operational efficiency.

**Logistics Management**
- Serve as the primary point of contact for internal and external shipping and logístical inquiries, addressing customer queries and concerns efficiently.
- Coordinate with fleet to ensure timely delivery of products and manage any issues related to shipping and delivery effectively.
- Work collaboratively with team members across the sales, operations, and fleet team to identify and implement continuous process improvement opportunities, enhancing organizational efficiency and service delivery.
- Helping with inventory counts during the slow days/season.

**Experience and Qualifications**
- Previous experience in customer service, sales support, and/or logistics management preferred.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and external partners.
- Strong organizational abilities and attention to detail, with the capability to manage multiple tasks simultaneously in a fast-paced environment.
- Experience in Point of Rental (POR) software is considered an asset.
- A proactive mindset and willingness to collaborate with team members to achieve common goals.
- Ability to remain calm and composed under pressure while delivering exceptional customer experiences.

**Other Skills/Abilities**
- Can positively deal with demanding timelines and stressful situations.
- Other responsibilities as assigned.
- This role requires to be on-site 100%.

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