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Customer Service Representative

4 weeks ago

Alexandria, Canada Alexandria Moulding Full time

**Alexandria Moulding is nestled in the Township of North Glengarry. **Alexandria is a unique and vibrant community situated in a strategic location and possessing an enviable quality of life, which is reflected its rural and small-town character and is enhanced by a commitment to preserving its agricultural and natural resources, its historical and cultural heritage, and its quality municipal services.

**Alexandria** is situated in between Ottawa and Montreal and 35 minutes for the Canada/US border.

**Alexandria Moulding**, a division of US Lumber, is a customer focused manufacturer and distributor of quality mouldings and related millwork products for both Canadian and U.S. residential housing markets. Alexandria strives to be the best in class at developing and bringing to market value-add products and services.

**SCOPE OF POSITION**:
The Customer Service Representative provides the key communication link between our customers, sales, shipping, and scheduling and plays a critical role in the building of external and internal relationships, thus contributing to the successes of the Company. The incumbent will be assigned a geographical region and will be tasked with developing and maintaining strong working relationships with customers and potential prospects.

***

**RESPONSIBILITIES**:

- Manage, support, assist and follow assigned accounts.
- Process and track orders and call upon major accounts.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer and document interactions through contact tracking.
- Troubleshoot customer issues over the phone.
- Respond to and resolve customer questions and concerns in a timely manner.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Provide assistance to sales representatives on account management.

**SKILLS/REQUIREMENT -**:

- Able to handle high volume of telephone calls, internal requests and frequent interruptions in an open environment concept.
- Highly developed sense of integrity and commitment to customer satisfaction and demonstrated passion for excellence with respect to treating and caring for customers.
- Organized and capable of performing under pressure with tight deadlines.
- Ability to communicate clearly and professionally, both verbally and in writing in both official languages (English and French)
- Advance computer knowledge in Microsoft Office programs.
- Considerable independent judgment and decision making in carrying out assignments.
- Possess a strong work ethic and team player mentality.
- Mobility to travel. Valid driver’s license and passport.

**ASSETS**:

- Knowledge of AX Microsoft Dynamic 2012 will be considered a strong asset.
- Industry knowledge (Building Materials, Moulding, Residential and Commercial Construction).

**EXPERIENCE/EDUCATION**:

- 3-5 years previous experience in manufacturing, planning, operations or customer service.
- Post-secondary diploma or equivalent education and related experience.