Customer Service and Support Professional

2 weeks ago

Vancouver, British Columbia, Canada Smart & Biggar Full time

About the Role:

This is an exciting opportunity to join our team as a Customer Service and Support Professional. In this role, you will be responsible for providing exceptional customer service and support to our clients. You will be the primary point of contact for customers, responding to their inquiries and resolving any issues they may have.

Key Responsibilities:

  • Communicate with customers via phone and email to resolve their inquiries and issues.
  • Process and validate customer orders in our ERP system and follow up on needs and requests through Salesforce.
  • Monitor orders through the sales cycle to ensure timely delivery to customers.
  • Proactively communicate any service issues or delays to customers, offering solutions and suggestions.
  • Ensure that customer requests and issues are handled satisfactorily and in accordance with our guidelines.
  • Assist customers with requests and inquiries, such as documentation, pricing, and samples.
  • Work collaboratively with assigned Accounts Managers to connect with customers' needs and issues within the chemical manufacturing space.
  • Ensure customer details and requirements are maintained and communicated internally.
  • Work in synergy with other departments to ensure full customer focus.
  • Follow best practices, procedures, and customer excellence standards.

Requirements:

  • A post-secondary diploma in administration, business, communication, or a related field would be an asset.
  • Minimum of 3+ years of relevant experience as a Customer Service Representative in a distribution, logistics, or manufacturing environment.
  • Proven experience of strong communication over the phone and via email.
  • Possess a strong work ethic and a passion to succeed; compassion, integrity, and honesty are very important qualities to have.
  • Proven ability to work independently and in a team environment.
  • A desire to work in an environment where decisions must be made quickly and under pressure.
  • Excellent interpersonal, communication, and analytical skills.
  • Excellent organizational and problem-solving skills.
  • Strong computer skills with the Microsoft Office Suite and with an order and inventory system; experience on JD Edwards and Salesforce would be considered a strong asset.

What We Offer:

  • Competitive salary and generous performance incentive program.
  • Full benefits coverage (dental, medical, etc.).
  • Programs offered to employees to improve their quality of life (Wellness Portfolio).
  • Virtual care/telemedicine for you and your loved ones; 24/7 access to a physician.
  • Virtual wellness and mental health programs with a global healthcare leader.
  • Retirement plan with a match and several long-term investment programs.
  • Vacation, personal days, and flex days.
  • Caring for each other and having fun are part of our core values.
  • A company that promotes diversity, equity, and inclusion.
  • Digital environment.
  • Customized training built for you.
  • Opportunities for advancement and professional development; a growing company that focuses on its people.
  • Participate in various internal and external trainings.
  • Possibility of joining various company committees.
  • Social activities organized by the company.
  • Employee recognition program (years of service, merit awards, etc.).
  • Private and family-owned company with a solid infrastructure.
  • Employee assistance program (EAP).
  • And much more.

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