Customer Service Representative

**ROLE**:Customer Service Representative

**REPORTS TO**:Customer Service Manager

**LOCATION**:Port Coquitlam

**Opportunity**:
In this role, you will handle all customer questions and requests and ensure they are managed in a courteous and timely matter. Some requirements of this role include being patient, polite, and consistently providing a high level of customer service with all types of customers. Also, it is crucial to stay up to date on product knowledge and effectively resolve consumer issues in conjunction with our internal teams. There will be an opportunity to impact customer experience in a positive way and serve as a brand ambassador for our products.

**Here is who you are**
- **Drive & motivation**_
- You enjoy working in a fast paced, sometimes noisy environment.
- You can switch gears frequently and handle multiple warehouse locations with multiple procedures.
- You enjoy performing tasks that requires relationship building and interaction with customers
- You enjoy problem solving and providing customers with resolutions
- **Character & ABILITIES**_
- You are able to deal promptly, professionally, and courteously with others
- You are an excellent communicator who can easily work independently or collaboratively in a team
- You are a motivated self-starter with an optimistic attitude
- You are curious and like investigating issues until they are resolved
- You are energized by interacting and dealing with people
- You can deal with impatient, demanding customers in a fast-paced environment
- You stay calm under pressure and cope well with interruptions
- You enjoy change and learning new procedures and skills
- **Knowledge & skills**_
- You have advanced computer skills including MS Office, especially Excel.
- You have excellent customer service and relationship building skills
- You have super organizational skills and are not easily distracted.
- You have excellent attention to detail and can focus in a noisy environment.
- You have courses or certificate in office administration and/or customer service
- **Experience**_
- You have at least 2 years in business-to-business customer support role.
- You have experience with MS Office with an emphasis on Outlook, Word, PowerPoint, and Excel
- You have experience with a CRM tool such as Netsuite / Oracle or similar
- **Nice-to-Have**_
- Experience in fast paced consumer packaged goods is an asset
- EDI experience

**things you will do**
- Receives, reviews and input incoming sales orders. Resolves price discrepancies with the purchase order, and follows up with the customer and/or internal team as required.
- Obtains a bill of lading (BOL) from warehouses and prepares invoices adjustments for customers.
- Handles incoming customers calls and trouble shooting delivery issues
- Provides support to other departments, including preparation of samples for customers.
- Handles a variety of brands produced in facilities across Canada.
- Gathers quality complaint information from customers and provides to Sales, Production and QA.
- Might need to work overtime from time to time
- __________________________________________

**Detailed Description of Duties**:

- Processes EDI orders and maintains the required documentation
- Enters orders into the system with accuracy in a timely fashion
- Coordinates the orders with the warehouses and follows up with customers and transportation partners on delivery
- Liaises with Regional Managers, customers, and Operations to ensure a timely information flow
- Forwards incoming General inquiries to the appropriate Sales Rep.
- Liaises with Regional Managers, customers, and Operations to ensure a timely information flow
- Informs customers in advance of upcoming product shortages
- Records pertinent consumer data and description of inquiry/complaint
- Addresses all consumer inquiries and complaints in a polite and friendly manner

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $45,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off

Application question(s):

- You must have at least 2 years in business to business customer support role.

**Language**:

- English (required)

Work Location: In person