Customer Service Representative

3 months ago

SaintLaurent, Canada Motion Industries (MOT) Full time

**SOMMAIRE**:
Sous supervision étroite, le représentant du service à la clientèle a la responsabilité de remplir correctement les commandes des clients et de gérer les appels entrants des clients.

**TÂCHES ET RESPONSABILITÉS**
- Répondre aux demandes courantes des clients au sujet des produits, fournir des devis et traiter les saisies des commandes.
- Enregistrer les commandes des clients par téléphone, fax, courriel, en ligne, ou en personne (comptoir de ventes).
- Avoir une incidence sur la marge bénéficiaire brute de Motion Industries par la négociation du prix de vente et du prix d’achat, dans les limites de certains paramètres.
- Être en mesure d’ajuster le prix pour un client sans contrat afin de répondre aux exigences d’un client en fonction de la concurrence, tout en maximisant la marge bénéficiaire pour Motion Industries.
- Établir des liens avec les clients afin de fidéliser les clients et susciter des améliorations de processus.
- Commander des articles pour assurer un niveau de stocks approprié pour les clients.
- Être en mesure de passer des commandes sans approbation pour des commandes pouvant atteindre 5 000 $ par article et 10 000 $ par bon de commande.
- Assumer la responsabilité de l’approvisionnement de produits pour les stocks de la succursale, les stocks du centre de distribution ou les stocks des fournisseurs.
- Déterminer le mode d’expédition le plus rentable en termes de coût pour les commandes des clients.
- Travailler en partenariat avec les représentants de compte pour assurer la satisfaction des clients.
- Activer les commandes en souffrance. Puiser dans les stocks et préparer les commandes pour l’expédition aux clients.
- Traiter les retours des clients.
- Accomplir d’autres tâches qui lui sont attribuées.

**FORMATION ET EXPÉRIENCE**

Exige habituellement un diplôme d’études secondaires ou un diplôme d’éducation générale et zéro (0) à trois (3) ans d’expérience pertinente ou une combinaison équivalente.

**CONNAISSANCES, COMPÉTENCES, APTITUDES**
- Fiabilité, sens de l’organisation et souci du détail.
- Aptitudes marquées pour les communications, tant à l’oral qu’à l’écrit, et pour l’écoute.
- Aptitude pour le multitâche et la gestion du temps.
- Niveau moyen de compétence en informatique, notamment le traitement de l’information, la communication par courriel à l’interne et à l’externe, l’utilisation des systèmes commerciaux et la capacité de recherche pour trouver des produits sur internet.
- Connaissances des produits (atout).

**PERMIS ET CERTIFICATIONS**:aucun requis.

**RESPONSABILITÉ BUDGÉTAIRE **:Non

**INFORMATION SUR L’ENTREPRISE**:
Motion offre un excellent régime d’avantages sociaux qui comprend des options pour la couverture de soins de santé, un régime d’épargne retraite, le remboursement des frais de scolarité, les vacances, les congés de maladie et les congés payés.**SUMMARY**:
Under general supervision, the Customer Service Representative II ensures customer expectations are accurately determined and are fully met. The Customer Service Representative II may provide guidance to less experienced Customer Service Representatives or may support specific customer(s).

**JOB DUTIES**:

- Influences Motion Industries' gross profit through negotiating the sale price and purchase price, within certain parameters.
- May adjust non-contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion Industries.
- Builds customer relationships to drive repeat business by relating to the customer and drive process improvements.
- Orders items to ensure appropriate inventory levels are maintained for customers.
- May place orders without approval for orders up to $5,000 per line and $10,000 per purchase order.
- Expedites backorders. May pull inventory and prepare order for shipment to customer.
- Responsible for sourcing products in branch inventory, distribution center inventory or supplier inventory.
- Determines the most cost effective shipping method for customer orders.
- May handle customer returns.
- May support specific customer(s).
- Assists less experienced Customer Service Representatives with addressing customer needs, including locating items and resolving problems.
- Performs other duties as assigned.
- Responds to customer inquires regarding products, provides quotes, and handles order entry. Due to experience & training, may handle more challenging inquires.

**EDUCATION & EXPERIENCE**:
Typically requires a high school diploma or GED and three (3) to five (5) years of related experience or an equivalent combination.

**KNOWLEDGE, SKILLS, ABILITIES**:

- Excellent communication skills including written, verbal, and listening.
- Ability to multi-task and time management skills required.
- Strong computer skills.
- Strong negotiation skills.
- Basic product knowledge.
- Reliability, organization, a

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