Customer Support Representative

2 weeks ago

Chilliwack, Canada IMW Industries dba Clean Energy Full time

**Position Overview**: The Customer Support Representative works with domestic and international customers/representatives to generate aftermarket parts, service sales, and support efficiently and professionally;

**Duties and Responsibilities**:

- Responsible for acting as a liaison between customers and IMW;
- Assists with complaints, orders, errors, account questions, and other queries;
- Develop sales and service opportunities; recommend potential products or services to management;
- Build sustainable relationships of trust through open and interactive communication; Supply services in an efficient, professional, and courteous manner;
- Work with the Aftermarket team to ensure proper customer service is being delivered;
- Follow communication procedures, guidelines, and policies;
- Communicate on time on all inquiries, schedules, and shipments including forwarding tracking numbers and following up;
- Participate in the development and refinement of aftermarket processes, functions, and services; This includes analyzing key performance indicators or another measure, tracking transactions and trends;
- Understand shipping requirements for each specific market including document requirements, importation rules, duty structures, and other shipping logistics;
- Keep records of customer interactions, process customer accounts, and file documents;
- Assist with pricing structures, market feed, and market-specific pricing information;
- Know and understand workplace health and safety rights and responsibilities, always follow safe work procedures, and act safely;
- Other duties as required.

**Education and Experience**:

- High School Diploma;
- Proven customer support experience;
- Strong phone contact handling skills and active listening;
- Familiar with ERP Systems and practices;
- Customer orientation and ability to adapt/respond to different types of people;
- Excellent communication and presentation skills;
- Ability to prioritize and manage time effectively;
- Minimum 2 years of experience or equivalent combination of education and experience.

**Skills and other Qualifications**:

- Proficient in Microsoft Office (Word, Excel, and Outlook);
- Experience with an Enterprise Resource System such as Microsoft Dynamics or SAP is an asset;
- Ability to learn new programs as required;
- Fluent in English with good interpersonal skills.

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