Service and Support Advisor

4 weeks ago

Niagara Falls, Canada SWS Warning Lights Inc Full time

**Job Title**:Service & Support Advisor

**Reports to**: Client Experience Lead

**Responsibilities**:

- Delivering world-class service as a member of front-line sales team to end users, distributors, OEM’s.
- Be a trusted adviser for clients, suggesting appropriate “Essentials” products, product requirements, diagnosing problems and recommending solutions.
- Proactively engage with clients to build and strengthen relationships, encourage feedback, and promote loyalty through personalized attention.
- Provide technical support / troubleshooting assistance.
- Work in the warranty and repairs department, inspecting damaged products sent in by customers to determine proper replacement or fix, if any, communicating with other departments as necessary.
- Quickly and efficiently resolve client inquiries related to parts, service, warranty, or repairs.
- Efficiently process client orders, including quotes, filing sales orders, and preparing invoices with utmost attention to detail.
- Provide prompt support on delivery dates, tracking information, product inquiries, pricing, and lead times, communicating effectively with the team to obtain information as needed.
- Actively develop knowledge of key accounts, pricing structure and product knowledge through training and hands on experience.
- Assisting in gathering information to actively build an FAQ.
- Participation in quality meetings with other departments, sharing client feedback and using this as a guide to suggest improvement initiatives.
- Assist with Accounts Receivable related inquiries and discrepancies.
- Prepare and track reports to support regular reviews of individuals and department metrics.
- Utilizing Salesforce CRM to track client interactions, preferences, product feedback, etc.
- Follow appropriate escalation processes, using sound and client-focused decision-making.
- Other duties as assigned.

**Requirements**:

- Positive attitude with a strong desire to ensure each client is offered world-class service.
- Commitment to continuous learning and improvement with a willingness to participate in personal growth initiatives.
- Experience with technical troubleshooting is an asset.
- Professional manners, customer care focus and strong interpersonal skills.
- Superior problem solving, analytical skills, and ability to work with large amounts of data.
- Ability to work in a fast-paced, dynamic environment, independently and as part of a team.
- Strong verbal and written communication skills.
- Excellent organization and time management skills.
- Proficient with computer programs including Microsoft Word and Excel, Visual ERP would be an asset.
- Flexibility with scheduling.
- French/Spanish not required but would be an asset.

SWS Warning Lights Inc. is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Job Types**: Full-time, Part-time, Permanent

Pay: From $40,000.00 per year

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking

Schedule:

- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

Ability to commute/relocate:

- Niagara Falls, ON L2H 0A6: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 1 year (preferred)
- Technical support: 1 year (preferred)

**Language**:

- French (preferred)

Work Location: In person

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