Customer Service Representative, Canada
1 month ago
JOB SUMMARY - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Responsible for providing exceptional Customer Service to our external and internal customers; including the placement of purchase orders, timely shipment of product and requests for information.
Essential
**Responsibilities**:
- Provides Customer Service support to our external and internal customers.
- Handles customer requests including the fulfilment of purchase orders, credit and debit memos, and product and order status inquiries.
- Support inquiries that come from the public Customer Service Message Center.
- Resolves order discrepancies to resolution.
- Partners with Operations regarding inventory reconciliation and/or discrepancies
- Provide return support; including issuing Return Material Authorization (RMA) instructions to our customers, ensuring proper approvals are collected and information shared to respective parties.
- Is expected to demonstrate initiative in serving the needs of all customers by thoroughly researching to resolve issues and identify process improvement needs.
- Is committed to developing a close working relationship with sales representatives and other customer service representatives to convey information about potential and committed sales orders.
- Works in cooperation with Production Planning, the sales force and distributors in the tracking of orders placed and any special pricing considerations.
- Demonstrate accountability in serving the needs of all customers regardless of whether the information requested is readily available or not.
- Issues RMA numbers to customers and forwards information to Customer Service team daily.
- Shared responsibility with other Customer Service Reps.
- Will cross-train with other Customer Service Reps on all aspects of position on an ongoing basis, when applicable.
- Works on special projects as required.
- May perform other duties as assigned
QUALIFICATIONS -The requirements listed below are representative of the knowledge, skill or ability required.
Education and Experience
- Associate’s Degree in related field
- Bachelor’s degree preferred
- Equivalent work related experience acceptable in lieu of degree: Yes
- Minimal 3 years of demonstrated experience in customer service, commercial operations project support experience required.
- Fluent in both English and French required (written and verbal).
- N/A Certifications Required
- Any preferred education, experience or certifications: N/A
Skills/Knowledge
- Fluent in both English and French (written and verbal).
- Exceptional interpersonal skills.
- Strong organizational skills.
- Strong communication skills (written and verbal).
- Ability to effectively communicate both internally and externally.
- Ability to read and interpret documents such as safety rules, operating and maintenance. instructions, and procedure manuals. Ability to write routine reports and correspondence.
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