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Customer Service Representative

4 months ago

Remote, Canada INNOTEX INC. Full time

We are currently looking for a dynamic person to be our Customer Service Representative. This position is remote. Reporting directly to the Director of Customer Service and working in collaboration with other Customer Service team members, you will interact with internal and external customers and the sales team to process orders, assist with customer quotes, bids, pricing, and overall customer service-related responsibilities in a friendly and timely manner.

Do you enjoy working in an industry that makes a difference in terms of protection and safety for various communities? This position could be for you. The Customer Service Representative will be tasked with:

- Providing first-line support for sales representatives and distributors assigned to a specific territory
- Receiving, processing, and verifying the accuracy of orders from customers and ensuring follow up
- Responding to customer inquiries regarding prices, products, bidding projects, etc.
- Responding to basic technical questions from customers
- Prioritizing and following up on orders and cases (production lead times, delivery, returns)
- Resolving issues, facilitating solutions, and enhancing customer service offerings
- Managing customer cases
- Working proactively and consistently aiming to provide solutions
- Perform other related responsibilities

Qualifications and Experience:

- Bilingual (English and French), both spoken and written (25% of users are located in the United States and are English-speaking only)
- Technical degree (DEC) or equivalent experience
- 3-5 years of experience in Customer Service in a manufacturing company
- Proven experience in customer support with strong account management skills
- Knowledge of CRM systems and practices
- Excellent knowledge of the MS Office Suite
- Ability and willingness to travel occasionally to Richmond, Quebec

Key Competencies:

- Strong interpersonal skills and ability to communicate effectively with various partners to build and maintain excellent relationships
- Strong focus on customer satisfaction with the ability to adapt/respond to diverse personalities
- Excellent time management skills to effectively manage multiple projects simultaneously while meeting tight deadlines
- Excellent judgment, showing initiative
- Ability to work on a team in a collaborative manner
- Excellent leadership and organizational skills
- Dynamism, rigour, discipline, and professionalism

**Benefits**:

- Remote position, with occasional travel to Richmond, Quebec
- A passionate and committed team
- Flexibility to allow for professional and personal life balance
- Competitive base salary
- Bonus plan
- Group insurance plan with Telemedicine service and and pension plan
- Access to an employee assistance program
- Continuous training
- Referral program

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

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Overtime pay

Application question(s):

- Are you available for occasional travel to Richmond, QC?

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Service à la clientèle: 3 years (required)
- Microsoft Office: 3 years (required)
- Gestion des comptes: 3 years (required)
- SAP CRM: 3 years (required)

**Language**:

- Français (required)
- Anglais (25% utilisateurs situés aux É-U, unilingues ang) (required)

Work Location: Remote