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Customer Service Rep

4 months ago

Burlington, Canada AAG Full time

It is an exciting time at AAG as we work to achieve our vision of being the global leader in tailored cutting solutions as each machine sale marks the start of a long-term partnership with our clients.

AAG is a leading global manufacturer of CNC router machines and knife systems. With over 350,000 standard machine configurations and over 30 decades of experience, AAG specializes in matching machinery to customers’ unique needs and budgets. Designed and built at our state-of-the-art factory in Burlington, Ontario, and Tallmadge, Ohio, our Computer Numeric Control (CNC) machines are supplied and supported through a global network of sales and support offices and authorized dealers.

AAG is an equal opportunity employer, we are committed to profitable growth and responsible management for the benefit of our customers, suppliers, shareholders, and employees Our teams are engaged and innovative and are driving change throughout our company, from our production facilities to our clients, in our meeting rooms, and our communities. A diverse and inclusive work environment., as we believe an inclusive company culture inspires people to stay curious, engaged, and challenged.

We are honored to be awarded one of the Best Managed Companies in Canada for the third year running. We believe every job position is important in contributing to the success of our company. Once you join our team, you become a critical part of the future of AAG. You'll play a vital role in the continued growth of our company.

**Overview**:
The Customer Service Representative serves a key role in our relationship with our customers by acting as the first point of contact for all Parts and Service sales and informational needs. In addition, the Customer Service Representative is responsible for strategically organizing and administering our North American sales orders and inventory.

**Duties and Responsibilities**
- Provides key Customer Service North America Phone Support.
- Provides quotes to customers.
- Acknowledges and processes incoming orders.
- Knowledgeably upsells customers with new offers and opportunities.
- Provides customers part identification technical support.
- Supports various business initiatives.
- Follows up with backorders and updates customers regarding status.
- Works with customers and members of the service team to address and complete returns.
- Updates customer information in the Customer Relationship Management system.
- Processes customer credit cards.
- Maintains ERP accuracy daily.
- Collaborates with team members to improve customer service excellence.
- Participate in initiatives to grow the Parts and Service businesses.
- Other duties as assigned.

**Skills / Knowledge / Experience / Education Required**:

- 1-2 years of experience in inventory management, purchasing, and/or customer experience.
- Experience with ERP systems is required.
- Experience using Customer Relationship Management (CRM) systems is considered an asset.
- Strong communication skills, both written and verbal, are required.
- Ability to manage multiple tasks simultaneously and shift priorities based on business needs.
- Ability to make independent decisions and handle difficult workplace situations calmly and discreetly.
- Excellent organizational and time management skills with strong attention to detail.
- MS Office proficiency is required.
- Positive attitude and eagerness to learn and grow in a dynamic environment.
- Experience demonstrating a high level of discretion with confidential information.
- French and/or Spanish language skills are considered an asset.