Client Services Representative

6 months ago

Kitchener, Canada Demant Canada Full time

**Responsibilities**:

- Provide exceptional customer service to ensure customer satisfaction.
- Interact with customers for order placement, status checks, rushes, warranties, service/repair, C/R requests, and quotes.
- Establish and maintain productive working relationships with customers.
- Process orders and liaise between departments to ensure accurate tracking and fulfillment.
- Log orders into Salesforce/Navision database and ensure appropriate follow-through.
- Prepare necessary paperwork for order processing.
- Address customer complaints and problems, seeking resolution and assistance from the Sales & Service team when needed.
- Develop a broad knowledge base of products, services, regulations, technologies, and marketing strategies.
- Maintain accurate filing and organization of associated paperwork.
- Provide basic product and technical assistance to customers.
- Participate in product launches and customer events.
- Follow up with customers on production queries and provide backorder status.
- Assist other team members in the Client Services department when necessary.
- May perform special projects as required.

**Requirements**:

- High school diploma or equivalent; post-secondary diploma or degree in sales, customer service, business administration, or related field preferred.
- Minimum of 2 years of customer service experience.
- Excellent verbal and written communication skills.
- Experience using Microsoft Windows software; Salesforce experience is an asset.
- Bilingualism (English/French) is required.

**Problem Solving/Judgment and Decision Making**:

- Works on semi-routine assignments, following established processes and procedures.
- Exercises decision-making in determining which issues to escalate.
- Handles moderately complex issues, exercising sound judgment to achieve resolution.
- Logical thinking beneficial for troubleshooting equipment problems over the phone.

**Supervision**:

- Reports to Team Leader, Client Services.
- Performs assignments under general supervision.
- Receives instructions on routine work and new assignments.
- Provides guidance and training to less experienced employees but has no supervisory responsibilities.

**Internal and External Contact**:

- Interacts with team members, Audiology, Operations and Sales/Service teams.
- Regular contact with non-management and management staff in Accounting, Operations, and Distribution.
- Daily interaction with customers.

**Why should you work with us?**
- Competitive salary with annual reviews
- Excellent medical benefits; including dental, vision and health, Employee Assistance Program
- Group RRSP contributions
- Three weeks of vacation
- Fitness/exercise spending account
- Dynamic work atmosphere
- Career development programs and opportunities

**Accommodation**

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

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