Customer Service Representative

7 months ago

Woodbridge, Canada CMP Group Ltd. Full time

**Customer Service Representative - In office position**

CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Representative to join the Vaughan, Ontario team on a full-time permanent basis. The Customer Service Representative will provide an exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency

Our commitment to our employees is reflected in our progressive culture, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more.

**Benefits**
- Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
- Performance, Education & Referral Programs
- Additional statutory Holidays: Easter Monday and Remembrance Day
- Quarterly pizza lunch, Summer BBQ’s
- Quarterly town halls, Winter Holiday Party
- And much more

**Responsibilities**:

- Provide backup for the E-Commerce portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily.
- Prepare Credit authorizations and Return Goods Authorizations (RGA) in timely manner.
- Troubleshoot and investigate customer complaints, managing database records, and drafting status reports on customer service issues.
- Thorough knowledge of CMP products to provide product pricing and stock inquiries.
- Provide warranty, product recall and replacement information quickly to the satisfaction of the customer.
- Daily review of new and open tickets in the CRM.
- Review prepayment orders to ensure orders are paid promptly prior to release.
- Partner with the sales team ensuring high levels of customer satisfaction.
- Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience.
- Work with the production teams to ensure backorders are communicated to the customer.
- Assist Account Receivable with short payments on customer orders.
- Build sustainable relationships of trust through open and interactive communication with internal customers.
- Provide Certificate of Insurance and Certificates of Origin to customers as needed.
- Oversee daily the Customer Ship to Validation process.
- Promote safe work practices as outlined within your local Provincial (Ontario/VancouverOSH) or State (Virginia
- OSHA) regulations.
- Follow company and departmental policy and procedures.
- Participate in 1-1 meetings with Customer Service Team Lead
- Prepare annual goals and objectives.
- Participate in team meetings as required or requested.
- Participate in job-related continuing education courses.
- Contribute to the team spirit of cooperativeness.
- Filing and other assigned duties as required

**Requirements**:

- 3 years of Customer Service experience in a manufacturing environment, preferable in the marine industry.
- 3 years of order entry experience with preference to Infor Visual.
- 3 years of experience or Knowledge of CRM systems in particular Zoho CRM.
- Experience with B2B and B2C is preferred in addition to Big Box stores and their processes
- Post Secondary Degree is preferred.
- Proficient at Microsoft Office/Software, in particular Outlook, Word and Excel.
- Excellent phone etiquette.
- Excellent verbal, written and interpersonal skills.
- Customer Service training programs would be an asset.

**Hours**
- 8:00 m - 4:30 pm, Monday to Friday
- In office position for a couple of months for training, then transitions into a hybrid position afterwards

**Salary**: $48,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- Day shift
- Monday to Friday

Application question(s):

- How many years of Customer Service experience do you have?
- How many years of manufacturing experience do you have?
- How many years of order entry experience do you have?
- This is an in-office position, are you able to reliably commute to Vaughan for this job?
- What is your salary expectation?
- How many years of Customer Relationship Management (CRM) experience do you have and list the CRM software you have experience using.

Work Location: In person

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