Osr Support Representative-entering in Orders for

4 weeks ago

Etobicoke, Canada Brenlo Solid Wood Mouldings & Doors Full time

**Role Overview**:
**Primary Responsibilities**:

- **Order Management & Entry**:

- Verify that all order details, including product specifications and customer information, are complete and accurate before processing.
- Coordinate with operations and production teams to confirm product availability, specifications, and delivery dates.
- Ensure that deposits are charged, and quotations are processed into orders within company guidelines.
- **Sales Support**:

- Support ISRs and OSRs by managing and investigating any changes or issues with orders, ensuring that customer expectations are met.
- Track the progress of orders and keep sales representatives informed of any delays or issues.
- Act as a liaison between sales representatives and internal departments such as production, logistics, and accounting to ensure smooth communication and order fulfillment.
- **Customer Communication**:

- Respond to customer inquiries about orders, quotes, and product availability promptly and accurately.
- Clarify product specifications and provide alternatives or solutions to meet customer needs, helping to close sales.
- Maintain and update customer account information in Epicor, ensuring all relevant details are available for future reference.
- Handle customer complaints regarding order quality or delivery, escalating complex issues to management when necessary.
- **Data Accuracy & CRM Usage**:

- Maintain a high standard of data entry accuracy, ensuring that all order information is input correctly into Epicor and other CRM systems.
- Utilize Epicor to track orders, manage inventory, and update customer records.
- **Collaboration & Teamwork**:

- Work closely with ISRs, OSRs, and internal teams to resolve any order-related issues efficiently.
- Collaborate with other departments (e.g., production, shipping, and logistics) to ensure smooth order processing and timely delivery.
- Share information and updates with teammates in a timely manner, contributing to a collaborative and productive work environment.

**Skills Required**:

- **Customer/Account Service**:

- Ability to respond quickly and effectively to customer issues and roadblocks, ensuring customer satisfaction.
- **Product Knowledge & Sales Processing**:

- Strong understanding of Brenlo’s product line, with the ability to represent and explain product details accurately.
- Familiarity with sales processing and CRM systems such as Epicor to handle orders and returns within company guidelines.
- **Interpersonal Skills**:

- Ability to build rapport with customers and maintain professional relationships with ISRs and OSRs.
- Strong communication skills, ensuring clear, respectful, and timely communication with internal teams and customers.
- **Organizational & Multitasking**:

- Ability to manage multiple tasks and prioritize customer requests, ensuring that all orders and administrative tasks are handled efficiently.
- **Technology Proficiency**:

- Proficient in using Epicor and other CRM systems for order processing, customer management, and data entry.

**Measures of Success**:

- **Order Accuracy & Efficiency**:

- High accuracy rate for order entry and processing, minimizing errors and delays.
- **Customer Satisfaction & Complaint Resolution**:

- Prompt resolution of customer issues with mínimal complaints, leading to high customer satisfaction ratings.
- **Sales Support Effectiveness**:

- Efficient support of ISRs and OSRs, leading to timely order processing and improved sales performance.
- **Team Collaboration**:

- Positive feedback from internal teams regarding communication and collaboration, contributing to overall department efficiency.
- **Adherence to Procedures**:

- Consistent adherence to Brenlo’s operating procedures and sales guidelines.
- **Data Accuracy & CRM Management**:

- Accurate data entry and maintenance of customer records in Epicor and other CRM systems, contributing to smooth order management and reporting.

**Supplemental Information**:
The **Sales Customer Service Support Representative** will play a critical role in supporting Brenlo’s Sales team, ensuring that customers receive the highest level of service and that all orders are processed accurately and efficiently. This role requires the ability to handle a high volume of orders and customer inquiries while maintaining a positive and proactive approach.

**We encourage individuals from all backgrounds to apply, including women, visible minorities, Indigenous peoples, persons with disabilities, and individuals of any sexual orientation or gender identity.**

**Job Types**: Fixed term contract, Casual, Seasonal, Freelance
Contract length: 6 weeks

Pay: $21.55-$23.20 per hour

Expected hours: 40 - 44 per week

**Benefits**:

- Casual dress
- Company events
- On-site parking

Flexible language requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday
- Morning shift

**Experience**:

- Data entry: 5 years (required)
- Building Materials Product Kn

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