Customer Service Representative

2 weeks ago


Vaughan, Ontario, Canada CAD Customer Service Full time
About the Role

The Customer Care Representative, Bilingual, serves as the first point of contact and strives to provide exceptional customer experience in support of multiple business units within CAD Customer Service. The CCR is responsible for the order management of all customer requests pertaining to product orders, and/or general inquiries with a focus on customer satisfaction while working in a fast-paced team environment.

Key Responsibilities
  • Provides first point of contact for all customer inquiries and expedites customer orders as required.
  • Manages and processes the order entry of all sales orders received by email, fax, phone, and electronic data interchange (EDI).
  • Investigates and resolves problems related to shipment of products, returns, credits, and orders.
  • Handles processing and issuing of RMA's and credits for returns.
  • Partners with the field and inside sales teams to meet and exceed all service expectations.
  • Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer's experience.
  • Recognizes a customer complaint and forwards to the appropriate personnel based on CAD Customer Service's Quality Policies and Procedures.
  • Completes the order processing of field-based inventory (Customer consignment) orders.
  • Verifies customer pricing and processes special instructions for handling.
  • Researches and reviews warehouse shipping returns with customers/sales and advises steps that will be taken to resolve issues.
  • Work with the Accounts Receivable Team for timely resolution of order discrepancies.

CAD Customer Service is an equal opportunity employer and welcomes diversity in the workplace.



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