Customer Service Representative

12 hours ago

Markham, Canada Sinalite Full time

Job Summary: The Inbound Customer Service Representative (CSR) is responsible for establishing and maintaining profitable and mutually beneficial relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. The CSR has primary responsibility for ensuring that customer needs are met.

As the Inbound Customer Service Representative, you are the primary internal representative of our organization, you must convey to the customer a sense of expertise in our printing services and capabilities, and you serve as a key educator to our community and customers.

You are a member of the Production Team, and together you are accountable for meeting the monthly, quarterly, and annual revenue and sales goals of the company. The sales and strategic marketing activities of your team will be designed to achieve these revenue goals. These in turn are key to meeting all of the company goals:

- Guarantee satisfaction and value for our customers.
- Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth.
- Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide excellent service to our customers and ensure job security and career growth to our staff.
- Educate and familiarize yourself with new technologies and product offerings made available by SinaLite.

You and your team are responsible for supporting the company vision and mission. Because you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction, educate, inform and add value to the experience of doing business with SinaLite. This position requires tact, sensitivity, and professionalism.

Responsibilities and Duties:
General and Administrative
- Communicate effectively with the CSR Supervisor, and the Production Team, informing and updating them regularly
- Comply with all OHSA safety requirements and Company’s health and safety policies.
- Participate as a key player in the Production Team by supporting operations as needed.
- Follow systems and procedures outlined in our Procedure Manual.

Customer Service
- Acknowledge and appropriately greet and assist every customer in a timely manner.
- Process customer orders in a courteous, efficient and timely manner.
- Organize workflow to meet customer deadlines.
- Effectively present and discuss the products and services of the company, soliciting only those desired products/services provided by the company and its vendors to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
- Manage telephone calls professionally, efficiently and with good communication skills.
- Attend customer complaints and concerns immediately, and facilitate satisfactory resolution.
- Be honest and proactive about timelines and job problems/delays.
- Other duties as assigned.

Sales and Marketing
- Support Customer Sales through service, education, and effective problem solving. Involve appropriate team members as needed.
- Introduce new products and services to clients frequently. Help position SinaLite as a leader in our field.
- Support strategic sales plan and marketing strategies outlined by the sales team, and facilitate joint marketing calls where applicable.

**Requirements**:
Qualifications:

- Post Secondary Diploma or Degree
- Experience in sales or customer service and/or experience in printing or graphic arts industries.
- Strong understanding of the graphic arts/printing industry is an asset
- Excellent command of the English language in both written and oral forms.
- Strong interpersonal skills e.g. working well with others, communication, positive attitude.
- Good math skills.
- Ability to identify and meet customers’ needs and requirements.
- Strong attention to details, possessing a sales aptitude and interested in preventing errors and solving problems.
- Must be computer literate and current on new technology.
- Must be hardworking, a self-starter and a problem solver.
- Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.
- Exceptional phone and customer service skills.

Working Conditions:

- Intensive computer work and extended use of the computer keyboard and mouse.
- Sitting for prolonged periods of time - up to 8.50 hours per day.
- Working remotely and in office as required at the sole discretion of the company.
- Occasional lifting of objects up to 25 lbs.
- Work area may have fluorescent lighting and air conditioning.
- Noise level is usually moderate to loud.
- Exposure to ink and chemical fumes, and airborne particles such as paper dust and drying powder.
- Appearance at all times must represent the company image.
- Occasiona

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