Customer Service Representative

7 months ago

Edmonton, Canada Cowan Graphics Inc. Full time

A family-owned business since 1945, Cowan Graphics Inc. has become one of Canada's largest digital and screen-printing companies. We have 3 locations in Western Canada.

The primary location is Edmonton, and smaller facilities are in Calgary, Saskatoon, and Vancouver. We provide vehicle wraps, wall graphics, décor signage, building signage, indoor/outdoor banners, retail/event signage, decals, computer-cut graphics, and specialty items.

We are looking for an experienced individual who can join our Customer Service team.

A Customer Service Representative (CSR) in a manufacturing operation plays a crucial role in ensuring customer satisfaction and facilitating smooth interactions between the manufacturing company and the customer. Here are some key responsibilities and tasks typically associated with this role:
**Job Summary**

To provide existing and new customers with high-quality service and creative solutions to customer needs and challenges they may face. Point of contact between customers, sales, and all internal departments. Receives customer information, translates it into internal documents for processing, and supports sales when required.

**Essential Duties and Responsibilities**

**Order Management** - CSRs handle customer orders, which includes order processing, art-approval, outside-purchasing, order tracking, and order fulfillment. They ensure that orders are accurately entered into the system, monitor order status. Understand the job requirements for every production process and prioritize all customers orders based on delivery expectations.

**Customer Support - **Identify customer requirements by establishing personal rapport with your point of contact. Monitor and assist the Customer in meeting the scheduled timelines. Assist with troubleshooting issues, job delays and provide feedback and options in a timely manner to the customer.

**Product Knowledge**:

- CSRs have a deep understanding of the company's products, materials and specifications. They are knowledgeable about product availability, and delivery options, and can effectively communicate this information to customers.

**Customer Complaints** - CSRs handle customer complaints and internal escalations, investigating issues, addressing customer concerns, and finding appropriate solutions to resolve problems. They may collaborate with other departments, such as quality control or production management, to address product-related issues and ensure customer satisfaction.

**Documentation & Reporting** - CSRs maintain accurate records of customer interactions, including order inquiries, complaints, and resolutions. Monitors all revision costs and communicate with the customer for approval.

**Cross-functional Collaboration** - CSRs collaborate with various departments within the manufacturing operation, including sales, finance, production, logistics, and quality assurance, to ensure seamless coordination and communication. CSR’s escalate issues and concerns to the Sales Rep and or Management.

**Experience**:
2 years of Customer Service Experience.

**Skills/ Knowledge**:

- Self-motivated and able to work independently.
- Solid written and verbal communication skills
- Multitasking and time-management skills, with the ability to prioritize tasks
- Excellent organizational skills and a solid attention to detail.
- Proficient with all Microsoft Office Suite
- Ability to grasp technology and processes quickly.
- Strong customer service skills

On occasion, extended working hours may be required.

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

Pay: $21.00-$24.00 per hour

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

Work Location: In person

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