Client Services Representative

4 days ago

Kitchener, Canada Demant Canada Full time

**Scope**

Reporting to the Client Services Manager, the Client Services Representative is responsible for providing a high level of customer service support to the Company’s customers to ensure customer satisfaction.

**Duties and Responsibilities**
- Provide a high level of customer service to ensure customer satisfaction with the Company’s products and services
- Interact with customers regarding placing orders, status checks, rushes, warranties, service/repair, C/R requests, and providing quotes and related issues
- Establish and maintain productive working relationships with customers
- Process orders and liaise between Operations, Customer Service, Audiology, Finance and Distribution to ensure that all orders are logged, tracked, and maintained accurately via scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily
- Prepare appropriate paperwork when necessary
- Enter customer complaints and problems regarding services, products, billings and issues result in appropriate resolution. May require assistance from the Audiology team
- Develop broad knowledge base related to services, products, programs, regulations/legislation, technologies and marketing strategies to meet company goals
- Accurate filing and organization of associated paperwork
- Provide basic product and technical assistance to customers
- Participate in product launches/customer events when needed
- Follow-up with customers on production queries as they relate to specific orders
- Provide backorder status to customers
- Assist other team members in the Client Service department when necessary
- Some travel may be required
- May perform special projects as assigned
- All other duties as assigned

**Education and Experience**
- A high school diploma or equivalent is required. Post-secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred
- Excellent verbal and written communication skills to interact with customers
- Must have a minimum of 3 years customers service or help desk experience
- Experience using Microsoft Windows program software
- Dependability to work assigned shifts to ensure full coverage. Overtime is occasionally worked in order to meet the demands and deadlines associated with the position
- The ability to think logically with some degree of technical flare
- Bilingualism is an asset (English/French)

**Accommodation**

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.

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