Customer Care Coordinator

6 months ago

Surrey, Canada Northern Dock Systems Inc. Full time

**Who are we?**

We are Northern Docks Systems, an industry leader in the sales, installation and service of industrial energy-efficient overhead doors and HVLS (high-volume low speed) fans. We have dedicated departments geared towards developing strategic and customized full-scale solutions to enhance safety, productivity, and efficiency for our customers across a wide variety of industries. NDS has been a trusted source for various companies across Canada since 2002. Our certifications, accreditations and memberships have helped us provide exceptional service.

We are looking for a full-time permanent **Customer Care Coordinator** to join our Surrey team. The Customer Care Coordinator is a key position in our business with a strong focus on our Core Value: Customers are Everything. We strive to understand our customers’ needs and provide them with the best solutions available. The Customer Care Coordinator is the first point of contact for all incoming calls to NDS and will ensure the timely and successful delivery of solutions according to the customers’ needs.

**What will you be doing?**

The **Customer Care Coordinator **will be responsible for supporting all inbound and outbound customer requests to provide support and information. The customer care team will use our digital systems to virtually assist on demand inquiries in real time, new project quote requests and follow-up with current customer activity. These team members will be supported by Northern Dock Systems established field supervisor and sales network across Canada to help our 10 year growth strategy. Representing North America’s largest and most trusted industrial brands, this team will be a cornerstone in supporting thousands of customers and distributors.
- **Responsibilities & Duties**:_
- Act as first point of contact for any inbound customer requests across Canada.
- Focus on company inbound and outbound calls to ensure they are met on a consistent basis.
- Handle incoming customer enquiries & requests, including but not limited to:

- Enter new service, preventative maintenance & new equipment work orders
- Track & follow up on service estimates
- Provide & assist in completion of New Customer Application
- Providing status updates on all work order types and statuses
- Pricing & product information
- Provide Quotes & Estimates for Preventative Maintenance, Parts, Service & New Equipment
- Track & qualify leads and opportunities, performing the necessary follow up to help win new business.
- Utilize CRM to track all activity including updating customer information, product/service quotes and creating new work orders into CRM on a daily basis.
- Promote customer sales and strengthen existing distributor and end user customer relationships.
- Prepare and present detailed quotations.
- Other duties as assigned.

**What skills, experience and education are we looking for?**
- Strong written & verbal communication skills.
- Team player with a positive and collaborative attitude.
- Decisive and action-oriented with high sense of urgency.
- Above average organization, planning, and administrative skills.
- Strong time management skills.
- Superior customer relationship skills.
- Knowledge of Microsoft Dynamics CRM would be an asset.
- Must be PC literate with above average knowledge of MS Excel, Word and Outlook.
- Knowledge of trades (i.e. construction, mechanical, and electrical) would be an asset.
- University degree or College diploma in Business Management, Sales & Marketing, or related field would be an asset.

**Why should you grow with us?**
- Competitive Salary
- Bonus Pay
- Company matched RRSP Plan
- Comprehensive Benefits Plan (Medical/Dental/Life)
- Employee Assistance Program
- Dynamic work environment and culture
- Corporate perks and discounts year round

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

**Salary**: From $52,500.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 3 years (required)

Work Location: In person

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