Customer Service/service Coordinator

**Window Experience preferred**

**Duties and Responsibilities**
- Data entry for window and door system orders and administrative support for the Customer Service Department/Service Department.
- Ensures outstanding quality of service; customers have direct access to the Representative and are served in a professional, dynamic and competent manner.
- Provides assistance to cad department to overcome backlog.
- Assists customers with the purchase and ordering of window and door systems on telephone as well as walk-in customers.
- Customer concerns and questions are addressed and solved within the appropriate delays. Follow-ups are conducted to ensure customer satisfaction.
- Back-up for reception as needed.
- Makes an equal contribution in relation to other Customer Service/Service Representatives in terms of the department’s productivity.
- Completes daily responsibilities in a timely fashion in order to ensure data is available for reporting and product is shipped on time.
- Adheres to VB's policies and procedures in order to deliver optimal servicing.
- Supports sales initiatives using various techniques to add value, such as: Presents additional information on products.
- Reviews and has a full understanding of all Vinylbilt and Private Label Warranty programs both written and implied
- Responsible for thedrafting of warranty policy and procedures
- Manages all new Service Requests and determines validity and accuracy of each request for warrantable issues and ensures all back up documentation is completed and accurate
- Responds to all phone calls from Dealers/Homeowners
- Inputs and maintains service requests in the database
- Has backup coverage for employees are away or technicians are away
- Reviews, creates and administers Service Department suggests and implements continuous improvements on processes and policies to facilitate growth, development and customer responsiveness
- Completes, analyzes and submits Service Manager’s Daily and Weekly Reports against an established list of KPI’s
- Works closely with production staff to enhance QC initiatives are met while providing feedback on trends and issues in the field
- Communicates and resolves issues with our dealers and homeowners in a professional and customer service focused manner
- Provides dealers with all information, tools and resources required
- Orders all service parts and arranges for any special equipment
- Schedules service calls for Service Technicians in response to customer requirements - ensure that technicians are equipped with all resources necessary to respond efficiently to customer needs
- Ensures all service charges, chargeback’s and credits are completed in a timely manner works with A/R and A/P to resolve credit issues
- Conducts regular meetings with service technicians and meet with individual department heads to provide updates on service and outstanding issues.
- Attends management meetings as required by senior management to provide service information flow
- inform dealers of updates, changes, bulletins, etc.
- Escalates serious Vinylbilt, dealer or service issues to Senior Management and meets with Dealers directly as required
- Performs on-site inspections and provides written reports as needed
- Works with the Quality Control Manager to resolve any reported quality issues
- Manages data and information relating to warranty issues
- Other duties as required.

**Qualifications**:
**1. 1-3 years experience in a customer service/service role.**

**2. Manufacturing experience an asset.**

**3. Post secondary education preferred.**

**4. Demonstrates a customer-focused and action oriented approach.**

**5. Accurate and efficient data entry skills.**

**6. Superior problem solving skills and analytical ability.**

**7. Excellent verbal and written communication skills.**

**8. The ability to work in a highly organized manner with detail and accuracy while meeting deadlines and balancing multiple tasks.**

**9. Proficient in MS Office (Word, Excel, Outlook)**

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

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Concord, ON L4K 5A8: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (preferred)
- Window Manufacturing: 2 years (preferred)

Work Location: In person