Customer Service Agent

2 weeks ago

Burnaby, Canada Nikon Optical Canada Full time

At Nikon, we are committed to supporting the best vision care in Canada by focusing on innovation and providing a completely personalized service, customer experience and products.

**SUMMARY DEFINITION OF POSITION**

Under the supervision of the Customer Service Manager, the Customer Service Team employee is committed to providing unparalleled service by meeting the expectations and needs of our customers. By the nature of his role, the employee is also committed to supporting our business initiatives while supporting internal teams to ensure the continuity and efficiency of our services. The Customer Service Representative position is a key role in the production process. It provides the link between the operations departments and facilitates the flow of information during the different stages of production.

**KEY FUNCTIONS**
- Reception of customer requests at the call center (ACD system)
- Creation / entry of sales orders in our laboratory management systems (Optifacts / SLO)
- Advises customers on our products / services
- Provided technical information, availability and costs
- Update on open client files
- Order management in production to ensure level of service
- Collaboration with production team for complex problem solving
- Proposes alternatives / solution following the recommendations of the technical teams
- Changes / reprints of manufacturing orders (OF) according to our procedures
- Re-calculation of production orders (OF) to ensure compatibility with our production standards
- Generates and communicates performance reports for order during production
- Analyzes and communicates the service performance indicators to the operations team
- Triggers / initiates escalation process with relevant operations departments
- Continuous training on our relevant operating procedures (Customer Service, Optics, Production etc.)
- Continuous training on our products, treatments, commercial initiatives and services
- Respect / compliance of our health and safety policy in the laboratory

**REQUIRED QUALIFICATIONS**

**Training and work experience**:
High School Diploma

3 to 5 years of experience in customer service

Minimum of one year in customer service over the phone**.**

**Knowledge**:
English spoken and written

Basic knowledge of the MS Office suite

Optical Knowledge an asset

**Skills**:
Positive attitude

Autonomy

Ability to solve problems

Ease of learning

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

**Salary**: $18.00-$25.00 per hour

**Benefits**:

- Company pension
- Dental care
- Employee assistance program
- Life insurance
- On-site gym
- RRSP match
- Stock options
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Burnaby, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (required)

Work Location: One location

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