Customer Service Representative

7 months ago

Hamilton, Canada Concepts (GTA) Inc. Full time

**Summary of Position**:
Hamilton-based manufacturing company in a very large growth phase and very proud of having a very solid reputation for high-quality products. The tight-knit team is looking for a new member of the team to coordinate the order inputting. Considering the growth phase, this is often a 'foot in the door' position that opens up when internal promotions create a vacancy. Under the general direction of the CEO and Plant Controller, the Customer Service Representative is responsible for developing and maintaining loyal relationships with customers and members of the sales team. The focus is on increasing sales, order entry/management, expediting, and completing all production-related reporting duties ongoing.

**Description**:

- Enter customer orders in a timely fashion
- Generate qualify and grow new business through an established customer base; sales-related activity is tracked, and accounts are monitored for continuous follow-ups and check-ins
- Review and act upon daily order status reports
- Maintain clear and user-friendly records for ongoing and completed projects
- Issue production tickets in a timely fashion ensuring proper communication
- Primary person to answer all phone calls ensuring no longer than 3 rings and direct customer inquiries as required
- Adhere to plant policies with attention to health and safety; ie: safety glasses while on the plant floor
- Provide quotes to customers in a timely manner; support to the sales team to develop Request For Quote documentation for new business
- Follow through on pending commitments to ensure the product has been expedited to plan; manage customer orders from end to end
- Manage and report on field complaints; RGA report completed monthly
- Develop relationships with existing clients and new clients to maintain the business

**Requirements**:

- Minimum 1-2 years experience in customer service and/or inside sales; ideal to have been gained in an industrial work setting
- Strong work ethic
- Socially engaging, positive personality with excellent rapport-building skills
- Able to adapt and handle multiple priorities in a fast-paced environment
- Computer literate: Advanced expertise in Excel is strongly desired
- Knowledge of basic procurement, inventory management principles is an asset
- Strong project management skills
- Solution finder; initiate resolutions vs waiting for them
- Technical understanding of customer needs and production capabilities

**Preferred Skills**
- **Experience in Customer Service within a production, and manufacturing environment is strongly desired**:

- Shipping & Logistics background an asset
- Fluency in English and French is an asset but not required
- Experience in Accounting Clerk type functions is considered an asset for backup support to the Finance team
- Live within a 30-minute drive of Hamilton ON
- A valid driver's license and access to a reliable vehicle are considered an asset
- $50-$55 K range plus

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