Customer Experience Specialist

6 months ago

Ottawa, Canada Dehumidified Air Solutions Full time

_**Essential Functions**:_

With a fanatical focus, we have a Front Line Obsession with our customers. Our customers come first and inspire everything we do. As part of our team, you will have the opportunity to develop relationships, and play a crucial role in fulfilling our customers’ parts needs. You will provide quick responses to your manager, process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. The Customer Experience Specialist will ensure excellent service standards and maintain high customer satisfaction. You will receive ongoing training and development to ensure you have all the necessary skills to navigate our systems and facility.
- **Responsibilities and Duties**:_
- Find the proper spare parts to fulfill customer’s need
- Accurate Inventory Management
- Data Enty into CRM - FieldPoint
- Daily use of MRP - MiSys - Notifying of MIX/MAX thresholds for re-ordering
- Communicate any new orders or modifications/cancellations to respective team managers
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Cultivate and maintain relationships within AGIQ to work as one team
- Process orders using our Service Management Software
- Process orders in a timely and efficient manner to maintain a zero-backlog of unresolved requests
- Distribute various printed communications as follow-up to customers (example: tracking information, ETA’s, delays)
- Coordinate shipments with Third Party*
- Complete Commercial Invoices, Bill’s of Lading, and other relevant Shipping documents when crossing the border (Canada
US, other)*
- Pick and pack various orders for shipment*
- Receive shipments from designated suppliers*
- _*Back stop duties when Parts Associate is away*_
- **Knowledge, Skills and Abilities**:_
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Strong phone contact handling skills and active listening
- Compile weekly/monthly reports for orders/parts shipped
- Familiar with CRM systems and practices and prior experience in work order / ticket management
- Ability to learn HVAC/Process Cooling related technical knowledge
- Previous experience in warehouse setting
- Forklift License & Relative Safety Training
- The ability to work with mínimal supervision
- Fluent in English and French (preferred but not necessary)
- **Qualifications**:_
- Mechanical/Electrical/HVAC/Refrigeration technical background through work or education considered an asset
- Previous experience relating to a manufacturing industry
- Proficiency with computers
- **Physical Requirements**:_
- Ability to sit in front of computer and/or stand for long periods of time
- Ability to lift up to 50 lbs multiple times through any given day

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

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Ottawa, ON K1G 6L3: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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