Customer Service Representative

**JOB SUMMARY**

To provide a high level of customer service to internal and external customers. Working closely with internal departments the postholder will ensure that external customers are provided with regular updates on the progress of orders and shipment dates and will help resolve problems as these arise to avoid unnecessary delays.

**DIRECT AND INDIRECT REPORTS**

None

**MAJOR RESPONSIBILITIES / ACCOUNTABILITIES**

**Health & Safety**:

- Follows all safe working policies and procedures and reports incidents, accidents and near misses promptly

**Technical / Function-Specific**:

- Acknowledges and responds to all customer enquiries within 1 business day
- Investigates / troubleshoots customer service issues promptly
- Responds to customer scheduling questions and liaises with internal departments to monitor order status
- Provides regular updates to customers about status and delivery/pick-up dates of orders. Communicates to customer any changes or delays to shipment dates
- Reviews/corrects customer hardware schedules for custom door / custom hardware fabrication orders
- Works collaboratively with Customer Service and other departments to establish root causes for order errors and develops permanent countermeasures to prevent reoccurrence
- Screens in-coming orders and ensures they have the correct information for order pickers
- Contacts customers to resolve order issues
- Communicates shipment shortages to the Shipping Supervisor.

**Internal / External Customer Service**:

- Coordinates with the Purchasing department regarding custom hardware purchases
- Co-ordinates with other departments to review/clarify status of orders
- Assists the estimator in providing quotations for customers if required.
- Follows standard departmental processes to enter stock length purchase orders, for walk in orders and phone orders

**Administration**:

- Updates and maintains records of previous orders in the system
- Manages and processes shipping documents such as Pick Lists and Packing Slips.
- Provides all documents of shipped orders to AR for invoicing.

**Other**
- Assists with inventory
- Attends meetings where required
- Other duties as assigned

**QUALIFICATIONS REQUIRED TO SUCCESSFULLY OPERATE IN THE ROLE**

**Education**:

- High School Diploma

**Experience**
- 3-5 years Customer Service and Order Management experience in a Manufacturing organization

**SKILLS / COMPETENCIES REQUIRED TO SUCCESSFULLY EXECUTE THE ABOVE RESPONSIBILITIES**
- Ability to understand technical information
- Excellent organization, time management, problem solving and communication skills
- Team player with a “can do” attitude
- Professional demeanor and appropriate business etiquette
- Attention to detail, right first-time approach

**DEMONSTRATE COMPANY VALUES**
- **Do what you say **- act with integrity so our customers and internal partners trust us to deliver results
- **Get it done** - find solutions to ensure the job gets done right
- **Be better every day** - take pride and be passionate about improving our business, safety, and quality and strive to be the best
- **Think big picture** - think long-term, be strategic and have a vision. Your investment in our business, is critical to our success.
- **Build strong relationships **- value our employees, suppliers, and advisors as an essential part of our business. Develop and maintain strong relationships with our customers, contractors and stakeholders.

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

**Benefits**:

- Dental care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 3 years (preferred)