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Customer Service Agent

3 weeks ago

Mississauga, Canada Festo Canada Full time

**Festo Canada**

**Global manufacturer of process control and factory automation solutions.**

To win, manufacturers need partners they can trust to help them build better products, to streamline production and of course to continuously cut costs. It’s all about collaboration and innovation.

For over 40 years in the Canada and 90 years globally, Festo has been a positive force. Original Equipment Manufacturers. Our passion is automation — intelligent automation solutions that transform the way people work — and the way companies compete. Ultimately, it’s about continuously stimulating progress. In big ways and in small ways. We are driven by a desire to always be helpful. We observe

We analyze. We inspire. We engineer with an intense focus on every last detail. We operate with a simple, yet powerful manifesto: That intelligent automation isn’t just about movement - it’s movement with purpose. And it’s not just about innovative products. It’s about products that come with expert advice and differentiated customer support. Our aim is to help our customers make their products faster, smarter and more precisely. That’s how they thrive instead of just survive. And when our customers win, we win.

We are Festo. And our purpose is to help people turn the power of intelligent automation into a catalyst for transformation.

**Position: Customer Service Agent** **Responsibilities**:

- Responsible for answering a high volume of inbound and outbound calls
- Maintains professional interactions when communicating with customers
- Manages the ordering process by coordinating and communicating expected delivery times and handling shipment-related inquiries
- Acts as the first point of contact for escalated customer complaints related to lost shipments, backorders and investigations
- Offers product solutions in response to individual customer needs
- Supports existing and potential customers as well as Festo sales staff and Festo sales partners
- Provides Festo website and catalogue navigation for products and services
- Partners with internal departments to investigate and resolve customer issues
- Audits customer orders for completeness and accuracy related to Festo processes
- Completes all necessary follow-up and administrative tasks required
- Participates in special projects and other duties, as required

**Minimum Requirements**:

- Post-secondary education in a technical-related field is strongly preferred
- A minimum one or two (1-2) years of customer service experience in an office or call-centre environment
- Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
- Highly attentive to detail and fact-finding as to ensure accuracy of reporting
- Extremely well organized and resourceful with the ability to prioritize urgent tasks
- Ability to interpret customers issues to produce quick, effective results
- Resolves customer queries with a sense of urgency using a collaborative and customer-focused approach
- Intermediate skill level in Microsoft Word, Excel, and Outlook
- Ability to work independently with mínimal supervision
- Possesses a positive, team player attitude
- Hands-on experience with SAP is considered an asset
- Required to work varying shifts including evenings and statutory holidays when requested Hours may be modified to reflect the changing demands of the business

This is a summary of the position profile only, and is intended to summarize the position requirements.

**FESTO INC. IS COMMITTED TO ENSURING EQUAL EMPLOYMENT OPPORTUNITY. ALL EMPLOYMENT DECISIONS, POLICIES AND PRACTICES ARE IN ACCORDANCE WITH APPLICABLE FEDERAL AND PROVINCIAL EMPLOYMENT LAWS.**

**Job Types**: Full-time, Permanent

**Salary**: From $45,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay
- Tips

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Support & Client Services Occupations: 2 years (required)
- customer service: 1 year (required)