Warranty and Service Clerk

2 weeks ago

Halton Hills, Canada Due North Full time

**We Are**:
Due North manufactures high-quality refrigerated and frozen food merchandisers under the Minus Forty® & QBD brands. We offer innovative merchandising and business products, serving customers across North America and Europe. Our diverse range of commercial refrigeration units and customization capabilities have earned trust among ice cream vendors, frozen food merchants, and major food industry corporations. With over 30 years of experience, we are committed to customer success.

**Your Opportunity**:
The purpose of this role is to provide support to our customers, and investigate and resolve customers' inquiries concerning performance of our merchandise.

Our Warranty Service Clerk supports our customers by using telephone troubleshooting techniques, dispatching field service technicians, and shipping replacement parts to satisfy their concerns with the operation of the products we manufacture.

**Main Duties & Responsibilities**:

- Answer customer inquiries regarding our product's operation to resolve problems
- Collect payments for orders, record transactions, and send items such as cheques or money orders for further processing
- Communicate and negotiate internally and externally using appropriate methods to develop profitable and sustainable business relationships
- Compute total charges for merchandise or services and shipping charges
- Confer and correspond with internal staff or suppliers to resolve problems, such as damages, shortages, and nonconformance to specifications
- Constantly look for opportunities to improve our processes and procedures, and enhance our communications and the quality of our products, customer service and out life at work, including ways to eliminate processes that offer little to no value
- Provide technical support and troubleshooting advice
- Use diagnostic procedures to identify technical issues
- Provide step-by-step troubleshooting guidance to customers
- Research and resolve common technical problems
- Contribute to a knowledge base of troubleshooting tips and solutions
- Stay up-to-date on product specifications and technical bulletins
- Additional duties & responsibilities as assigned

**You Have**:

- Completion of Secondary School. Completion of some college or other post-secondary programs is beneficial
- Minimum two years’ experience in servicing or manufacturing of refrigeration or similar equipment
- Effective and high-quality customer service and relationship management skills
- Positive, professional attitude, handling difficult customers with ability to diffuse negative situations.
- Effective verbal and written skills - must be able to explain fairly technical parts information clearly and effectively and timely communicate with customers and accurately process orders

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