Customer Care Specialist

SFM provides an equitable, inclusive, and growth-focused environment for our staff. We're committed to providing a positive workplace where every individual's uniqueness is embraced, respected and valued.

**Why Choose SFM?**

At SFM, you'll get to play a part in a stimulating industry that sits at the intersection of art, communication, and technology. You will be surrounded by a team of passionate people that instill everything they do with a contagious vigor. Join our team to learn and contribute to an industry going (and growing) through a transformation where modernization and diversification are key to our success. So, if you're keen to be heard and empowered, grow your skillset, and are ready to roll up your sleeves and have fun, reach out to us

**What you'll have at SFM**:

- Progressive, flexible work arrangements with benefits such as:

- A company-wide 4-day work week—a first in our industry
- Hybrid work model
- Flex-time arrangements
- 30-day per year allowance to work from anywhere, globally
- Car charging stations on premises.
- RRSP employer match program.
- Discounted employee pricing on products from the brands we distribute.
- Extended health benefits.
- A place at an organization that has perennially achieved status among Canada's Best Managed Companies.

**Job Statement**

We are looking for a Customer Care Specialist who will serve SFM customers and ensure their highest level of satisfaction.

**Responsibilities**
- Take and manage orders, and address customer questions
- Understand and support customer business needs, and take ownership of and resolve their issues (e.g., resolving a pricing discrepancy, helping meet a delivery date, obtaining an answer to a technical question)
- Recommend product alternatives & substitutions to customers
- Coordinate customer returns, replacements and credit notes
- Investigate and resolve customer complaints
- Elevate major issues & important customer feedback to the team manager
- EDI order processing
- Provide backup support to other members of the Customer Care team
- Develop close business relationships and work closely with sales representatives
- Participate in departmental meetings and training sessions related to such topics as new products, sales results, special promotions, and account management

**Qualifications**
- Demonstrated ability to build and nurture customer satisfaction as a Customer Care Specialist, Customer Support or Customer Service Representative
- A strong passion for, and commitment to, the customer experience
- High levels of focus on customer needs and of patience, empathy, self-awareness and self-control
- Strong learning and problem solving skills
- Ability to take initiative, and to work both autonomously and collaboratively
- Adaptable to varied styles of customers and of conducting business across diverse markets, product categories and geographies
- Attentive to details
- Minimum of five (5) years of experience in a customer care, customer support or customer service department, a call center or an order desk
- Proficiency in JD Edwards and Salesforce or similar software is an asset- Experience with EDI systems is an asset

**What We Do**

SFM is an award-winning* and industry-leading distributor and go-to-market service provider for the pro audio, musical instrument, live entertainment, and media production industries. This means we help ensure that inspiring brands like Shure, QSC, Pioneer DJ, and Casio are well represented in the Canadian market. Our company began over 40 years ago with a passion for the music industry and commitment to our staff and customers, and this continues today. We owe our success to an innovative and flexible approach, as well as the strong connections we build with the people we serve. SFM provides an equitable, inclusive, and growth-focused environment for our staff, and we are looking for highly motivated individuals to join our team

If you have these qualities and would like to join our team, we'd love to hear from you If this position isn't for you, and you know of someone who would be interested, we invite you to forward this position to them.
- _SFM has been awarded _**_Canada’s Best Managed Companies_**_, an internationally recognized and leading business management award by Deloitte for five consecutive years running._