Client Experience Representative

6 months ago

Niagara Falls, Canada SWS Warning Lights Inc Full time

**Job Title**:Inside Sales -Client Experience Representative (CXR)

**Responsibilities**:

- Delivering world-class service as a member of front-line sales team to end users, distributors, OEM’s through building and maintaining relationships with both internal and external partners.
- Conduct consistent check-ins with clients, obtaining feedback, and building meaningful connections.
- Participate in our Personal Positive Impact (PPI) initiative, utilizing $50 monthly to send a client for a thoughtful purpose (anniversary, birthday, sympathy, etc.).
- Efficiently process client orders, including quotes, with utmost attention to all related client requirements.
- Provide prompt support regarding delivery dates, tracking information, product inquiries, and pricing, communicating effectively with the team to obtain information as needed.
- Understanding lead times and communicating any potential delays to affected clients.
- Able to provide technical support / troubleshooting assistance.
- Actively develop product knowledge through training and time on the production floor.
- Knowledge of key accounts and pricing structure.
- Understanding customer requirements and suggesting appropriate “Essentials” products.
- Assisting in gathering information to actively build an FAQ.
- Be a trusted adviser for clients, going over product requirements with them during the order taking process, suggesting, and offering the correct accessories needed.
- Participation in quality meetings with other departments, sharing client feedback and using this as a guide to suggest improvement initiatives.
- Sales order filing, prepare invoices daily and periodic sales reports.
- Participate in working a rotation in the warranty and repairs department.
- Assist with Accounts Receivable and related inquiries. Collaborate with sales and clients to resolve account discrepancies while communicating discrepancies to the management team.
- Prepare reporting and tracking required to support regular reviews as achievements of individuals and department metrics, KPIs and objectives.
- Utilizing Salesforce CRM to track information related to client interactions, preferences, product feedback, sales prospects, and leads.
- Following the appropriate escalation process for issues or discrepancies as they arise, using sound decision-making, always keeping a client-focused mindset.
- Other duties as assigned.

**Requirements**:

- Positive attitude with a strong desire to ensure each SWS client is offered world-class service.
- Commitment to continuous learning and improvement with a willingness to participate in personal growth initiatives.
- Professional manners, customer care focus and strong interpersonal skills.
- Superior problem solving, analytical and reconciliation skills.
- Ability to work in a fast-paced, dynamic environment both independently as well as part of a team.
- Strong verbal and written communication skills.
- Excellent organization and time management skills.
- Experience with managing large amounts of data.
- Proficient with computer programs including Microsoft Word and Excel, Visual ERP would be an asset.
- Flexibility with scheduling.
- French/Spanish not required but would be an asset.

SWS Warning Lights Inc. is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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

**Salary**: From $40,000.00 per year

**Benefits**:

- Casual dress

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

Ability to commute/relocate:

- Niagara Falls, ON L2H 0A6: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- French (preferred)

Work Location: In person

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