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Cic Commercial Agent

4 months ago

Mississauga, Canada Festo Full time

**CIC Commercial Agent**
Mississauga, ON

**Reports to**: Supervisor - Customer Interaction Center (CIC)

**Summary**: The Commercial Agent oversees important and strategic accounts in the Contact Centre. This includes answering all inquiries about products and services, accurately processing orders and quotations and resolving complaints and returns in a timely fashion.

**Location**: Mississauga Head Office

**Responsibilities**:

- Responsible for answering a high volume of inbound and outbound calls
- Maintains professional interactions when communicating with customers
- Manages the ordering process by coordinating and communicating expected delivery times and handling shipment-related inquiries
- Acts as the first point of contact for escalated customer complaints related to lost shipments, backorders and investigations
- Offers product solutions in response to individual customer needs
- Supports existing and potential customers as well as Festo sales staff and Festo sales partners
- Provides Festo website and catalogue navigation for products and services
- Partners with internal departments to investigate and resolve customer issues
- Audits customer orders for completeness and accuracy related to Festo processes
- Participates in special projects and other duties, as required

**Minimum Requirements**:

- Post-secondary education in a technical-related field is strongly preferred
- A minimum one or two (1-2) years of customer service experience in an office or call-centre environment
- Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
- Highly attentive to detail and fact-finding as to ensure accuracy of reporting
- Extremely well organized and resourceful with the ability to prioritize urgent tasks
- Ability to interpret customers issues to produce quick, effective results
- Resolves customer queries with a sense of urgency using a collaborative and customer-focused approach
- Intermediate skill level in Microsoft Word, Excel, and Outlook
- Ability to work independently with mínimal supervision
- Possesses a positive, team player attitude
- Hands-on experience with SAP is considered an asset
- Required to work varying shifts including evenings and statutory holidays when requested. Hours may be modified to reflect the changing demands of the business
- Bilingualism in English and French would be considered an asset
- This is a summary of the position profile only, and is intended to summarize the position requirements. _**FESTO INC. IS COMMITTED TO ENSURING EQUAL EMPLOYMENT OPPORTUNITY. ALL EMPLOYMENT DECISIONS, POLICIES AND PRACTICES ARE IN ACCORDANCE WITH APPLICABLE FEDERAL AND PROVINCIAL EMPLOYMENT LAWS.**_

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

**Salary**: $46,000.00-$47,500.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Evening shift
- Monday to Friday
- Morning shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- MISSISSAUGA, ON: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Expected start date: 2023-06-12