Customer Service Representative

2 weeks ago

Concord, Canada Metro Logistics Inc. Full time

The Customer Service Representative carries out all customer service activities such as responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. Other responsibilities include phone duties, greetings visitors, scheduling, and other clerical duties as directed by the immediate supervisor.

**RESPONSIBILITIES**:

- Process and input all customer orders including the coordination of last minute shipping requests with the traffic department
- Furnish shipping and tracing information to customer as required.
- Maintain damage goods record and back-order logs.
- Handle returned products in an efficient manner and assure proper credit is given to the customer
- Trace orders as required and notify customers of any activity concerning their merchandise.
- Assure proper invoicing of accounts by verifying computer-generated invoices.
- Maintain good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc, in a courteous and efficient manner.
- Report customer feedback to management, including any signs of customer dissatisfaction.
- Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
- Oversee all paperwork associated with orders and maintain the corresponding files.
- Maintain a current and accurate procedure book which details the processing requirements for each account.
- Answer phone calls and operate various types of office machines and computers necessary to perform duties.
- Effectively correspond with customers as required.
- Prepare any reports concerning customer service activities as required by supervisors.
- Promote a clean, safe and positive work environment.

**EDUCATION**:

- Two-year College or one year related experience and/or training; or equivalent combination of education and experience.

**EXPERIENCE**:

- 2 years general office experience, including telephone techniques and computer skills, in a customer service environment is required

**CORE COMPETENCIES**:

- Proven communication skills both verbal and written in English
- Thorough knowledge of office equipment, including MS Word/Excel.
- Knowledge of Red Prairie is an asset.
- Service oriented with strong customer interaction skills and commitment
- Ability to make sound decisions independently to obtain desired results
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

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