Customer Service Representative

**Position**:Customer Service Representative (CSR) **Date of Description**: March 3, 2011

**Reports to**: Customer Service Manager **Date of Revision**:June 10, 2020

**Position Summary**
Under the general direction of the Department Head Customer Supply & Interface Manager, while demonstrating a commitment to quality, efficiency, accuracy, sales and growth. The Customer Service Representative assures high level customer service and timely processing of customer orders and assists the Department Head of Production in identifying priorities, in support of on-time delivery and the mandate of 100% satisfaction of the customers of Champ Metal Fabrication.

**Duties and Responsibilities**

**Customer Service**:

- Represents the company in a professional manner as the liaison between all departments with new and existing customers for new orders and work in process.
- Continually striving to exceed customer expectations.
- Communicate progress and results to key management on a continual basis
- Assist the production team in identifying production priorities while production planning
- Evaluate processes and recommend opportunities for change and/or improvement
- Receive review, confirm customer orders.
- Maintains and updates both manual and electronic files and JobBoss software in relation to order processing and job completion.
- In collaboration with the team, receives and clarifies the internal or external customer’s issue or concern; determines the root cause; determines and explains the best solution; expedites correction; follows up to ensure resolution and communicates same with all relevant parties.
- Cross trains and provides coverage on all aspects of Reception, Shipping and other various roles and tasks as determined in the event of an absence.
- Assists others with their workload as time permits.
- Performs other related tasks / functions and participates in special projects as assigned.

**Working Relationships**
- Coordinates work activities with all levels of Champ team members as required.
- Maintains excellent professional, respectful relationships with customers, co-workers and Management.
- Maintains good communication, decision-making, and interaction with management and the entire production team. Attends twice weekly production meetings.
- Participates with production team to address and resolve problems and ensures continuous ongoing improvement of processes and methods to improve quality and productivity while reducing costs.
- Works with transportation consultants to establish reliable, cost-effective freight programs.
- Interviews sales representatives and develops good business relationships with suppliers.

**Environmental Working Conditions**
- A formal workweek is 40 hours
- Overtime may be required to meet deadlines.
- Production shop is often noisy.

**Qualifications**
- Grade 12 and some post-secondary education/certification preferred or a combination of education and experience.
- Recent 1-2 years of experience in the office functions of metal manufacturing or related industry required.
- Experience with JobBoss Manufacturing software preferred.
- Strong employee relations, interpersonal and communication skills.
- Excellent Interpersonal skills required.
- Excellent verbal and written communication skills
- Strong listening and negotiation skills.
- Demonstrated Organizational and Documentation skills.
- Problem Solving/Analytical Skills
- Ability to work in a collaborative, team-oriented and results-oriented environment.
- Business and data analysis
- Strong quantitative skills.
- Well organized and highly motivated
- Flexibility with working hours required.
- Flexibility to work overtime on short notice to meet tight deadlines
- Ability to work cohesively with team members and make decisions as necessary.

**Other Attributes**
- Demonstrates a high level of drive and energy over extended periods of time while maintaining

composure in highly stressful and adverse situations.
- Demonstrated conflict resolutions skills.
- Accountability/Dependability.
- Promotes co-operation and commitment with the team towards attainment of common goals.
- Ethics/Integrity
- Ability to handle the stress of meeting deadlines.
- Decision-making skills.
- Assertive and energetic self-starter
- Accuracy and attention to detail.
- Demonstrated initiative.

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Winnipeg, MB R2J 0S7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location