Manufacturing Customer Service Representative

We are a vertically integrated, growing foam fabricator within the GTA founded in 1947. Customer Care will be contributing to profitability by receiving, handling, replenishing, and processing incoming product and order flow. Currently we have manufacturing facilities in Canada and the U.S. With over 150,000 square feet of manufacturing space we are one of the largest foam fabricators in North America. The position seeks an individual looking to learn and advance within the company that possess skills and attributes as well as strong communication skills.

**REQUIRED QUALIFICATIONS**
- Contributing to profitability by receiving, handling, replenishing, and processing incoming product and order flow.
- Through training provided by Retailers, understand each one’s operational requirements and expectations i.e.. Web Portals such as Retail Link, Loweslink, HD Support Hub, E-comm.
- Data entry and research as required to troubleshoot customer problems.
- Ability to understand and work within SPS Commerce, Commerce HUB for EDI order fulfilment, shipping, ASN and invoicing.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Ensure all internal departments understand and work within the Customers parameters in order to avoid unnecessary penalties.
- Communicate and coordinate with other departments including production, shipping, and sales staff in order to provide timely and quality service to customers.
- Work with Sales Agencies as assets with respect to fulfilling the needs of the retailers that they have responsibility for in their territory, in return they will assist the CSR through their direct relationship’s with the Clients.
- Serving customers by developing rapport, building customer confidence, providing accurate information, and helping with product selection
- Demonstrating knowledge of products and inventory to ensure customer satisfaction..
- Resolve product or service problems by clarifying the END USER complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Providing excellent customer service by responding to customer questions or issues regarding product features and benefits.
- Managing database records, drafting status reports on customer service issues.
- Attracts potential customers by answering product and service questions and suggesting information about other products and services.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Keep records of customer interactions, process customer accounts, and file documents.
- Contributes to team effort by accomplishing related results as needed.
- Work with customer service manager to ensure proper customer service is being delivered.

Knowledge in the following areas is beneficial: Mass Merchant retailers, production processes, customer satisfaction.

REQUIRED SKILLS
- At least 1 year experience in CSR
- Customer orientation and ability to adapt/respond to different types of characters.
- Strong phone contact handling skills and active listening.
- Strong phone contact handling skills and active listening.
- Customer Web Portals.
- Retail Market Knowledge.
- EDI, SPS, Commerce HUB E-Commerce
- Product knowledge
- Quality focus
- Problem solving
- Documentation skills
- Phone skills
- Listening
- Resolving conflict
- Analyzing information

**Salary**: $20.00-$22.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer Service in an Office Environment: 2 years (required)

**Language**:

- Fluent English (required)

Work Location: One location