Customer Support Representative

**Main functions**:
The primary purpose of the Customer Support Representative is to act as a dedicated liaison for our valued customers, serving as a main point of contact. Responsibilities include entering orders, and identifying production process timelines for customer orders, as well as promptly addressing and escalating any issues that arise that may affect meeting delivery requirements. This is a dynamic role that requires excellent communication skills, problem-solving abilities, and a strong commitment to customer satisfaction.

**Essential Job Functions**
- The CSR engages in direct contact with existing customers responding to their inquiries, ensuring their needs are met promptly and escalating issues that are not resolved.
- Ensure adherence to customer order specifications including minimum quantity, value, pricing, and the latest revision levels.
- Proactively escalate any serious or potentially serious matters swiftly and efficiently.
- Coordinate and facilitate communication among relevant departments to resolve issues, while keeping customers informed about production or shipment delays and resolving any related problems.
- Communicate any production or shipment delays, order issues, etc., directly to customers.
- Cultivate meaningful relationships with customers, manufacturer representatives, and subcontractors to enhance collaboration and ensure mutual success.
- Communicates with scheduling and production regarding timelines of new orders, and lead times.
- When required supports sales with the preparation of proposals, sales and marketing presentations, sales presentations, company profiles, advertising initiatives, data input, etc.
- Responsible for receiving, collating, distribution, and the maintenance of in-coming requests for quotation (RFQ’s), sales quotations, lead generation lists, direct mailing lists, and contact management files.
- Assist with collating and data entry necessary for customer documentation in the ERP & CRM systems.
- Supports and company objectives, procedures, and policies.
- Process orders, returns, and exchanges accurately and efficiently.

**Employment and Educational Requirements**:

- 2-5 years’ experience in similar customer care function is required.
- Exhibit strong customer service orientation, along with excellent verbal and written communication abilities.
- Demonstrate above-average analytical skill and adept problem-solving abilities.
- Collaborative team player with exceptional organizational skills and a knack for conflict resolution.
- Display a keen sense of urgency and self-motivation in executing tasks and meeting objectives.
- Knowledge of customer service principles and practices, and order entry required.
- Excellent time management, organizational skills, and attention to detail along with the ability to take and follow directions.
- Ability to adapt and prioritize, meeting deadlines in a fast-paced environment.
- Work well independently with an ability to work collaboratively with other departments in a team-oriented environment.
- Must maintain confidentiality, professionalism and a positive attitude and be able to work with mínimal supervision.

**Benefits**:

- Competitive salary based on experience
- Comprehensive training program provided
- Opportunities for career growth and advancement within the company

**Salary**: $41,600.00-$45,500.00 per year

**Benefits**:

- Dental care
- Flexible schedule
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer support: 3 years (required)

Work Location: In person