Customer Service Representative

7 months ago

Concord, Canada Handicare Canada Full time

**OVERVIEW**: The primary purpose and function of this position is to support Handicare's customer base, outside sales representatives and senior management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Enter, modify and expedite customer orders.
- Respond to customer inquiries regarding existing orders.
- Ensure the client's requests are handled to completion.
- Field incoming customer calls regarding product details.
- Provide technical customer assistance on product troubleshooting/repair.
- Handle incoming (walk-In) customer requests. Demonstrate products.
- Prepare and issue quotations for customers, dealers and field-based sales representatives.
- Communicate any product/promotional updates to customers.
- Provide product support and education to existing dealers.
- Provide product support and help institute Handicare's policies to both inside and outside sales representatives.
- Warehouse and inventory monitoring.
- Receives all customer orders via ERP system.
- Assists in the shipping and tracking of all orders that leave the warehouse.
- Assist customers In review, paperwork and scheduling of product repair.
- Works closely with Repair department to create quotations, generate sales orders and invoices.
- Manage product via the loaner program; shipping and return of equipment.
- Respond to sales reps on status of current orders.
- Generate and qualify leads.
- Fulfill requests for literature from dealers, sales reps and customers.
- Maintain and expand current customer database.
- As required, attend local trade shows and/or conferences.
- Provide input to Handicare's management to assist with on-going product development.
- Assist in the development of marketing plans and general corporate communications (brochures, internet site, etc.).
- Additional duties as requested or required.

SUPERVISORY RESPONSIBILITIES:
- This position has no supervisory responsibilities.

COMPETENCIES:

- Manages difficult or emotional customer situations.
- Responds promptly to customer needs.
- Solicits customer feedback to improve service.
- Responds to requests for service and assistance.
- listens to others without interrupting.
- Speaks clearly and persuasively in positive or negative situations.
- Listens and gets clarification.
- Responds well to questions.
- Writes clearly and informatively.
- Able to read and interpret written information.
- Works with integrity and ethically.
- Is consistently at work and on time.
- Treats others with respect and consideration, regardless of their status or position
- Follows through on commitments
- Demonstrates accuracy and thoroughness
- Meets productivity standards

LANGUAGE SKILLS:

- Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Bi-Lingual in Spanish is preferred.

EDUCATION, EXPERIENCE & TRAINING:

- Bachelor's Degree (B.A. / B.S.) from a four year college or university; 2 years related experience in marketing, sales support & customer service; or equivalent combination of education and experience.

COMPUTER SKILLS:

- Proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required. Proficiency in Microsoft Dynamics (AX12) ERP or other ERP systems preferred.

PHYSICAL DEMANDS:
The employee may occasionally stand, walk, stoop, kneel or crouch during shift. Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms. Employee must be able to occasionally lift, push, pull and or move up to 25 lbs.

Pay: $21.00-$23.00 per hour

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay

Work Location: In person

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