Customer Care Representative

2 weeks ago

Oakville, Canada Habasit AG Full time

**Job ID**:Customer Care Representative
- ** Position title**:Customer Care Representative
- ** Location**:Canada
- **Site**:Oakville, Ontario, Canada
- ** Legal entity**:Habasit America
- **Department**:Customer care
- **Job type**:Mid Level
- ** Employment type**:Full Time
- ** Shift work**:N/A

**OVERVIEW OF THE POSITION**

**Responds to customer’s inquiries or complaints regarding company's products or services.**

**RESPONSIBILITIES OF THIS POSITION**
- Responds to customer’s inquiries or complaints regarding company's products or services.
- Determines best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies.
- Coordinates information to resolve problems.
- Informs customers of procedures or resolution of problem.
- Follows up to ensure customer satisfaction.
- Makes periodic calls to existing customers to determine satisfaction with the company, products or services.
- Provides guidance and training to less experienced representatives.
- Position requires a thorough knowledge of company policies, procedures, products and services.
- Talk with customers by phone concerning orders, returns, shipments and products.
- Develop and maintain relationships with assigned customer accounts.
- Work with assigned district managers in all aspects of customer service.
- Receive and enter phone and fax orders.
- Call customers when necessary to advise shipments delay and/or information necessary to process orders.
- Initiate tracers with carriers.
- Make changes to or cancel orders/back orders.
- Initiate orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).
- Initiate credit requests and return goods request from customers.
- Fill out forms, determine changes for service requested.
- Solicit sale of new or additional services.
- Obtain customer feedback information.
- Any other duties as assigned.

**COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Preferred - Bachelors Degree in Business Administration, Marketing or Related Field
- Preferred - 5 years experience in customer service, sales and/or marketing
- Preferred - 3 years experience within AS/400 environment
- Preferred - 2 years experience with ERP software
- Preferred - High Competency with customer service issues
- Preferred - High Competency with MS Word, Excel, PowerPoint, CRM Applications
- Preferred - Proficiency in French a plus

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