Customer Service Coordinator

3 months ago

Montréal QC, Canada Tarkett Full time

SOMMAIRE DU POSTE:
Sous la supervision du chef d'équipe, le CSR répondra aux demandes des clients par téléphone/courriel pour fournir une résolution des problèmes conformément aux normes de l'organisation pour les services sur le terrain, y compris, mais sans s'y limiter : les réparations pendant la durée de vie du terrain.

RESPONSABILITÉS:

- Répondre/surveiller/maintenir les problèmes de garantie/non-garantie du client et les demandes de réparations dans le territoire assigné.
- Traiter/maintenir les dossiers de l'ouverture à la fermeture, comprend, sans s'y limiter : la résolution des demandes de réclamation, l'analyse des besoins du service client pour la communication aux départements de service/techniques, l'analyse des coûts, l'approbation des travaux de réparation, etc.
- Négocier les prix des réparations avec les vendeurs/fournisseurs tiers.
- Créer et suivre les bons de commande, les commandes de vente/travail, les commandes de matériaux et le paiement des services de main-d'œuvre.
- Interfacer quotidiennement avec les clients internes (c'est-à-dire l'équipe de projet, la logistique, les ventes, la chaîne d'approvisionnement, etc.) et externes.
- S'efforcer d'identifier les risques et d'y répondre de manière appropriée.
- Maintenir une connaissance détaillée et actuelle des produits.
- Soutenir d'autres domaines du service client, selon les besoins.

QUALIFICATIONS:

- Diplôme collégiale, universitaire ou l'équivalence;
- Min. 2 ans d'expérience et/ou de formation connexe ; ou une combinaison équivalente d’étude et d’expérience.

SUMMARY - GENERAL PURPOSE OF JOB

More specifically, you will have to:

- Answer/monitor/maintain customer warranty/non-warranty concerns and request for repairs in assigned territory.
- Process/maintain files from open to close, includes but is not limited to: resolution of claim requests, analysis of customer service needs for communication to service/technical departments, analysis of costs, approval of repair work etc.
- Negotiate repair pricing with third party vendors/suppliers.
- Create and follow up on purchase orders, sales/job orders, materials orders and labor service payment.
- Interface daily with internal (i.e. Project team, Logistics, Sales, Supply Chain etc.) and external customers.
- Work to identify risk and respond appropriately.
- Maintain detailed and current knowledge of products.
- Support other areas of customer service department as required.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Associate's degree (A. A.) or equivalent from two or three year College degree; min. 2 years related experience and/or training; or equivalent combination of education and experience.

Technical qualifications:
To perform this job successfully, an individual should be proficient with computers and intermediate level of MS Office Suite; SFDC; Syspro.

What We Offer- A commitment that Safety is #1- Competitive benefits, pay, and retirement plan options- Career growth, stability, and flexible work arrangements.

Responsible Manufacturing - Protecting Our Planet for the Future- We utilize renewable energy and a closed loop recycled water process.- We are committed to reducing greenhouse emissions and water consumption.- We are the only flooring company recognized by the Asthma and Allergy foundation.

Who we are:
With a history of 140 years, Tarkett is a worldwide leader in innovative flooring and sport surface solutions with 12,000 employees and 34 industrial sites. Offering a wide range of products including vinyl, linoleum, rubber, carpet, wood, laminate, artificial turf, and athletic tracks. The Group serves customers in more than 100 countries across the globe.

Committed to change the game with circular economy and to reducing its carbon footprint, the Group has implemented an eco-innovation strategy based on Cradle to Cradle® principles, fully aligned with its Tarkett Human-Conscious Design® approach.

Tarkett is listed on Euronext (Compartment B, ISIN FR0004188670, ticker: TKTT).
- Tarkett is an equal opportunity employer. We value diversity in backgrounds and in experiences and promote an inclusive workplace where all employees can perform at their best._

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