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Customer Service Experience Specialist

1 month ago

Toronto, Ontario, Canada saint-gobain Full time
Overview

We are seeking a highly skilled Customer Service Experience Specialist to join our Ottawa branch. As a key member of our team, you will play a vital role in delivering exceptional customer experiences and ensuring the success of our business.


Job Description

This is an exciting opportunity for a professional with excellent communication skills and a passion for providing top-notch customer service. As a Customer Service Experience Specialist, your primary responsibility will be to ensure that all incoming customer inquiries, sales calls, and emails are handled promptly and professionally.

You will work closely with our branch team to deliver the following:

  • Customer Facing: Be an all-around champion who can understand customer needs and advise best solutions for a positive customer experience.
  • Order Management: Address client inquiries regarding order status, complete order adjustments, and create new customer accounts for sales teams.
  • Pricing and Inventory: Verify pricing and availability of products with outside sales/customers, adjust pricing as necessary, and apply refunds/returns for customer accounts.
  • Branch Liaison: Liaise with head office and other branches from across Canada to solicit inventory to meet customers' needs.
  • Account Maintenance: Update, reference, and maintain customer accounts in our inventory/CRM system.
  • Special Orders: Enter orders for other branches in accordance with procedures for special materials and interbranch shipping.
  • CRM System: Update and reference the company's CRM system (Oracle).
  • Sales Support: Supply and inform clients of pricing, credit terms, and enter orders in the system.
  • Issue Resolution: Investigate and troubleshoot customer service issues and offer solutions to our customers achieve their goals.

Requirements

To succeed in this role, you will need:

  • Excellent Communication Skills: Strong verbal and written communication skills to effectively interact with customers and colleagues.
  • Problem-Solving Ability: Proactive and able to identify and resolve customer service issues efficiently.
  • Technical Proficiency: Proficient in Microsoft Office and comfortable using computer systems.
  • Organizational Skills: Excellent organizational skills and attention to detail to manage multiple tasks and prioritize customer requests.
  • Customer Focus: A customer-centric approach and ability to work in a fast-paced environment.

What We Offer

As a valued member of our team, you will enjoy:

  • Competitive Salary: $50,000 - $65,000 per year, depending on experience.
  • Benefits Package: Comprehensive benefits package, including health, dental, and vision coverage.