Customer Service Representative

5 months ago

Mississauga, Canada Timken Canada Full time

The associate must be well versed and able to respond to questions across the entire Timken product line (Timken/Torrington and buy-brand-sell) as well as equally able to process enquiries utilizing a high level of knowledge of our internal systems (SAP, Global Availability, PTPlace, etc.) and the catalogues and support material available.
- The position requires familiarity with distribution commercial policies and procedures as well as Timken export compliance and other mandated regulations.
- Daily interaction with sales, distributor accounts, product managers and supply chain ensures the appropriate network of support to meet the expectations of the role.

To achieve delivery of world-class customer service as defined by measurable KPIs, the Customer Service Representative will be accountable of the following:

- Handle incoming contact for new orders, quotations, expedites, modifications, transfers, intercepts, delivery information, returns, assembly identification, technical questions, complaints, future orders, and interchange information for distributors and customers.
- Computer tools required include but are not limited to: SAP (and all existing legacy systems until their replacement), PTPlace, System to System, EDI, Sales Force Automation, Global Availability Tool, Internet, Intranet, Outlook, Excel, Word, IBI guide, Brio, Access & PowerPoint.
- Proactive expediting and delivery improvement and communicating updated information to customer and/or sales as well as tracking and follow up for special activities.
- Assist in resolution of conflicts between functional areas to meet customer commitments.
- Daily communication with servicing and shipping centers (Duncan) and Colinx distribution centers.
- Regularly communicate with Regional Sales Managers, Inside and Outside Sales Reps, Supply Chain (replenishment) and Customer Service Reps as the main contact points, to ensure customer satisfaction.
- In coordination with the account team, address dispute resolutions to keep account current as per established metrics (90 within 90).
- Issue RGA's as required and initiate GQTS entries to address customer concerns and quality issues with a goal to continue improvement.
- The associate must be well versed and able to respond to questions across the entire Timken product line (Timken/Torrington and buy-brand-sell) as well as equally able to process enquiries utilizing a high level of knowledge of our internal systems (SAP, Global Availability, PTPlace, etc.) and the catalogues and support material available.

Qualifications:

- A minimum of five years’ experience in an industrial sales support role.
- Proficiency in business English both verbal and written.
- Bilingualism (French and English) considered an asset
- MS Office suite including Excel, Word and Outlook.
- Proven ERP proficiency (SAP experience considered an asset).

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

Pay: $28.00-$32.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Education**:

- Secondary School (preferred)

**Experience**:

- customer service: 3 years (preferred)

Work Location: Hybrid remote in Mississauga, ON L4V 1R9

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