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Customer Engagement Specialist
3 months ago
Position Overview:
Under the supervision of the Branch Manager, this role is pivotal in enhancing the branch's business by fostering profitable sales and delivering exceptional customer service through effective communication and understanding.
Key Responsibilities:
- Engage with customers daily, addressing inquiries promptly and courteously.
- Promote a diverse range of products at the counter, emphasizing Private Brands, Technical Services, and online sales channels while articulating the AGI Value Proposition.
- Actively contribute to the enhancement of branch profitability and product Gross Margin.
- Process customer orders accurately through the computer system, ensuring timely delivery.
- Maintain comprehensive knowledge of products sold, completing all necessary training programs.
- Advocate for Company products and services, providing alternatives when necessary.
- Participate in the 5S program, contributing to the cleanliness and upkeep of the branch.
- Ensure compliance with safety policies and procedures as outlined by the Occupational Health & Safety Act, WHMIS, and related legislation.
- Assist with various branch support tasks, including warehouse functions as needed.
- Be available for emergency customer calls outside of regular hours and work extended hours, including evenings and weekends, as required.
- Deliver a unique customer experience aimed at resolving issues and ensuring customer loyalty and satisfaction.
- Support the achievement of key operational metrics related to customer satisfaction, sales, safety, and operational enhancements by utilizing available tools and reporting.
- Employ sound judgment and best practices to address complex customer concerns.
- Address specific customer needs, which may include Vendor Managed Inventory and Nexiant unit replenishment.
- Participate in Continuous Improvement (CI) Team meetings and on-site initiatives as necessary.
- Visit customer locations as agreed upon with the customer and Manager.
- Observe customer operations to identify opportunities that benefit both the customer and AGI in achieving mutual goals.
- Perform additional duties and responsibilities as required for the role.
Preferred Qualifications:
- 1 to 2 years of prior customer service experience is essential.
- Exhibit a strong work ethic and commitment to completing tasks effectively.
- Focus on delivering exceptional service to enhance customer satisfaction.
- Ability to work collaboratively as part of a team and independently.
- Knowledge of industrial and/or safety products is advantageous.
- Excellent interpersonal, problem-solving, and customer service skills to build effective relationships.
- Strong communication skills, with the ability to convey information clearly and effectively.
- Self-motivated, taking initiative to exceed expectations.
- Demonstrated time management and organizational skills, with the ability to meet tight deadlines.
- Proficient in computer skills and technology.
- Understanding of dangerous goods and WHMIS regulations is required.
- Possession of a valid driver's license and reliable transportation (if driving is necessary).
- Minimum completion of High School Diploma; post-secondary education or equivalent work experience is preferred.
Work Environment:
- Reports directly to the Branch Manager.
- Capable of thriving in a fast-paced, dynamic environment.
- Regular interaction with team members, managers, customers, and local vendors.
- Work is conducted in a showroom or warehouse setting with moderate noise levels and frequent distractions.
- Most of the time will be spent standing and walking.
- Physical requirements may include reaching, grasping, climbing, standing, and bending. Must be able to lift up to 50 pounds unassisted and heavier loads with assistance.
- Regular use of computers, keyboards, and mice.
Collaborative Relationships:
- This role involves collaboration with customers, vendors, and contractors.
- Encourages open communication among all internal business partners, including Sales, Contact Centers, Distribution Centre, EH&S, and On-Site Services teams.
- Supports the sales team through upselling, service, pricing, delivery, and inventory inquiries.
- Contributes to building strong community relationships.
CB Canada is dedicated to being an employer of choice, attracting and retaining top diverse talent while providing a safe and positive work environment for all team members. As part of the hiring process, pre-employment background checks will be conducted for all external candidates. Internal candidates will also undergo background checks when transitioning from non-driving roles to driving roles or director positions. CB Canada is committed to the principles of employment equity and encourages all qualified individuals, including women, men, persons with disabilities, visible minorities, and Aboriginal Peoples, to apply for career opportunities. Accommodations are available upon request for individuals with disabilities participating in the selection process.
