Customer Service Specialist

Company: Mayne Inc.
Location: London, Ontario
Position: Customer Service Specialist
Hours: Full Time Permanent (8am to 5pm, Mon-Fri)
Wage: $18 to $24/hr depending on experience

**About Mayne**
Mayne Inc. is proud to be one of North America’s leading manufacturers of outdoor products. Our planters, window boxes, mail posts, and storage bins are distinct in appearance and can be easily spotted outside homes and businesses across the United States and Canada. Since our inception back in 2006, the driving force of our business is providing customers with low-maintenance, high-quality products at affordable prices. We are a dynamic and growing company selling through a variety of channels including retail, web, and distribution.This role is perfect for someone who thrives in a dynamic environment, is dedicated to customer service excellence, and has a genuine passion for the lawn and garden industry. As a customer service specialist you'll be a front line representative of Mayne acting as a company ambassador to our valued customers. If you're ready to cultivate success in a role that combines your people skills with your green thumb, we want to hear from you

**Customer Service Specialist**The Customer Service Specialist (CSS) plays a pivotal role, not only in managing customer inquiries, replacement orders, and warranty claims but also in embodying the front line of our customer support. A successful CSS is not just proficient in handling these tasks but is also an authority on Mayne products, equipped to troubleshoot and swiftly resolve any customer issues that arise. Additionally, they must possess strong communication skills, enabling them to articulate solutions clearly and maintain positive customer relations. By demonstrating empathy and understanding, they ensure customer satisfaction and foster loyalty. Furthermore, the CSS is expected to collaborate effectively with other departments to streamline service processes and contribute to the continuous improvement of our customer service standards.

**Responsibilities**:

- Manage incoming phone calls for general information and customer inquiries.
- Provide exceptional customer service to dealers and end users.
- Responsible for updating customer portals with order status or change requests.
- Track return authorizations until product is received at our warehouse and credit memos issued.
- Develop a solid understanding of entire product line to support end users and dealers.
- Work directly with manufacturing facility to process orders for missing, damaged, or defective product.
- Ensure proper flow of information across the various departments.
- Responsible for checking multiple dealer portals for any issues and return requests.
- Manage freight claims with carriers for lost and damaged shipments to ensure compensation is received.
- Assist with sales order data entry and processing.
- Review regular freight bills to verify address corrections and return shipping charges.
- Compile and analyze data in monthly customer service reports.
- Analyze & suggest improvements to existing systems and procedures.

**Core Competencies**:

- Customer focused
- Empathetic
- Excellent communication skills (written and verbal)
- Team player
- Problem solver
- Strong time management
- Teachable spirit
- Accountable and dependable
- Detail oriented
- “Make It Happen” attitude

**Requirements**:

- High school diploma or GED required.
- Education in business administration, communications or customer relations would be an asset.
- Proven CS experience in a B2B or B2C environment.
- Familiar with CRM systems and practices.
- Proficient in Office suite of products (Outlook, Excel, Word).
- Access to reliable transportation, this is an in-office position.

**Benefits**:

- Competitive wage commensurate with experience.
- Comprehensive benefits package including health insurance, retirement savings plan, heath spending account, profit sharing, 5 paid sick days and 2 weeks paid vacation.
- This is an office based position but flex days are provided to create an improved work/life balance.
- Opportunity to make a meaningful impact in a growing company.
- Dynamic and collaborative work environment where we encourage personal and professional growth.

**Why Mayne?**

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

**Salary**: $18.00-$24.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Profit sharing
- RRSP match
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- Customer service: 3 years (preferred)

Work Location: In person