Customer Service Advisor

The art of customer service: your domain of excellence

As the primary point of contact for our clients, you will play a key role within our team. With your organizational skills and communication abilities, you will be essential in understanding and anticipating the needs of our B2B clientele.

This position will not only allow you to contribute to customer satisfaction but also support sales growth and enhance Soucy’s brand recognition. It’s a strategic opportunity that makes you a major player in our collective success

**In this role, you will have the opportunity to**:

- Learn and master the full range of products and services offered to effectively support internal and external customers.
- Take charge of analyzing and processing complex orders.
- Ensure efficient follow-up on customer merchandise returns according to internal procedures.
- Initiate non-compliance requests related to customer orders and contribute to finding permanent solutions.
- Analyze and prepare inter-warehouse merchandise transfers.
- Analyze and determine safety stock levels as well as order forecasts.
- Analyze the product life cycle and ensure the availability of service parts.
- Assist and support warehouse clerks in the United States.
- Participate in various committees and meetings regarding customer issues, orders, product performance within the network, and technical matters.
- Contribute to the continuous improvement of processes and take charge of special projects.
- Create and update technical documentation to support operations.
- Assist and participate as needed in the annual inventory count.
- Assist and substitute team members in the service department when necessary, with tasks such as:

- Processing and following up on customer orders
- Leading customer issue and order review meetings
- Handling and reviewing warranty claims
- Managing and following up on technical cases between customers and internal teams
- Contribute to achieving departmental objectives by performing any other related tasks.

**With the following skills and qualities, you will thrive in this role**:

- DEP in mechanics, DEP in parts consulting and sales for motorized equipment, supply management, logistics, or any other relevant training and/or equivalent experience
- 5 years of experience in a similar role

**And these strengths will enhance your impact**:

- Excellent interpersonal skills, a customer-oriented attitude, and strong team spirit
- Strong organizational skills and attention to detail
- Recognized analytical mindset and problem-solving abilities
- Autonomy and initiative to take on assignments and ensure follow-up
- Ability to quickly adapt to changing priorities and tasks
- Bilingual, both spoken and written. Strong ability to read technical documents and quickly master the operation of various mechanical systems and components
- Proficiency with digital tools (Outlook, Excel, Word, Teams)
- Knowledge of agricultural mechanics (an asset)
- Familiarity with the agricultural sector or agricultural machinery (an asset)
- Experience with ERP and CRM systems (SAP and Salesforce are a plus)

**Benefits designed to take you further**:

- A flexible program tailored to your needs (flexible hours, compressed schedule, remote work, and more)
- Group insurance plans that adapt to your reality
- An employer-matching RRSP to keep your finances on track
- An Employee and Family Assistance Program (EFAP) and access to telemedicine services for support when needed
- A $2,000 referral bonus to help you choose hardworking colleagues like yourself

**And even further**:

- A healthy work-life balance with paid leave for illness, personal needs, or family reasons
- Social activities to connect with your colleagues
- Support for your development to help you grow in your career
- A safe and healthy work environment, with a wellness committee dedicated to your daily well-being
- Discounts on our Kimpex products to fuel your passion for motorsports

Life at Soucy Track Systems

Working at Soucy Track Systems means helping to design and manufacture our flagship product: Soucy track systems. Our 320 employees work hard every day with other Soucy subsidiaries to design, produce, and assemble our track system components which are renowned for their high quality.

We rely on big machines and advanced technology to carry out our activities. But our greatest asset is our people. People who are dedicated to their work and who move forward as one.

Our is a working environment that reflects our values: a collaborative space where you can find your place, where you can take on challenges, and where your ideas will come to life.