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Customer Support

3 months ago

Toronto, Canada Spec Furniture Full time

**Position Summary**:
Customer Support has the overall responsibility to build and maintain trusting customer relationships and to serve our customers effectively and efficiently. Customer Support is required to actively engage with the customer to successfully guide them into selecting the best solution for their needs. This means asking probing questions to accurately identify needs; leverage the knowledge and strengths of internal team members when necessary; provide the solution to the customer, and finally confirm the customer's commitment. This role is responsible for providing superior customer service and solutions through the processes of order entry, quoting, and drawing support. The Customer Support team member manages projects; provides after-sales follow up; and provides consistent and effective training to fellow team members when needed. This position is accountable to the Customer Support Leader for the following outcomes:

- A customer-focused approach where active engagement with the customer builds and maintains trusting relationships; positively contributes to customer satisfaction; and results in superior customer service
- Meeting required quality levels and turnaround time in order entry and quoting processes
- Effective collaboration with internal team members (Production, Sales & Marketing, Design) to ensure customers are successfully guided to the best solution for their needs
- Ensure the quality of quotations, acknowledgements, and customized product requests, including providing ERP/BOM, drawing support

**Experience and Knowledge Required**:

- Post-Secondary diploma or degree; additional job-related courses, an asset
- Minimum 5 years’ industry experience within Customer Service, Sales or Account Management (preferably in a manufacturing environment)
- A customer-focused individual with demonstrated relationship-building skills
- Good understanding of manufacturing processes, including ERP systems
- Strong commitment to quality and internal processes by using standardized work methods
- Clear communication and effective engagement with others that motivates and stretches the individual and team talents to achieve higher levels of competency
- Working knowledge of Solid Edge/SolidWorks and AutoCAD, Mastercam, Revit and CET Designer, an asset

**Key Attributes Required**:

- Pro-active, detail-oriented, customer-focused approach that supports both the external customer and the internal team members
- Able to effectively manage multiple demands and competing priorities
- A self-starting, goal-oriented individual who takes personal accountability and is driven by making meaningful contributions to the achievement of the Company’s vision and objectives in accordance with the Company’s Values
- A “hands-on”, high energy, flexible individual with a collaborative and results-oriented business approach whose solutions contribute to company performance and success

**Specific Outcomes to be Delivered**:

- **Health and Safety, **Work to ensure safe and healthy working conditions and in compliance with health and safety policies. Promote a health and safety culture.
- **Collaboration, **Build and sustain collaborative and trusting relationships with all departments within Spec. Actively support the leadership in achieving strategic priorities and executing business plans.
- **Customer Service, **Ensure the highest level of customer service is consistently provided in all interactions. Have a demonstrated passion for the customer.
- **Enter accurate customer orders and quotes, **Leveraging a solid knowledge base of Spec product families, provide the customer with correct pricing and enter orders will all needed information by following standardized work methods resulting in customer orders that are correct, complete and on-time.
- **Customer Engagement, **Actively engage with the customer to successfully guide them into selecting the best solution for their needs. Build and maintain trusting relationships with customers and act as a single point of contact. Work collaboratively with internal team members to successfully manage orders and projects. Partner with Sales & Marketing to share information that may result in exploiting new opportunities to bring profitable business to Spec Furniture.
- **Produce needed technical support, **Work closely with Engineering, Production, as well as others within Design to interpret customer needs to offer solutions that address customer needs. Generate needed CAD, BOM and ERP deliverables for the manufacturability of solutions that are within both the customers’ expectations and Spec quality standards.

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

**Salary**: $45,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Profit sharing
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Frida