Customer Service Representative

**Western Air Brakes** has been Winnipeg’s trusted air brake specialist for over 50 years. Known for fast service, hard-to-find parts, and real technical know-how, we’ve built a reputation on solving problems for the transport industry, one brake system at a time.

We’re currently looking for a Customer Service Representative to join the Western Air Brakes team. While this job is posted under Lynx Emissions, please note this position is specifically for Western Air Brakes. Lynx is supporting the hiring process as part of a growing partnership between the two companies.

**Job Summary**:
The Customer Service Representative (Counter Service) serves as the primary point of contact for both in-person and phone inquiries. This role involves providing excellent service, managing transactions, offering product expertise, and ensuring customer satisfaction at all levels of interaction.

**Responsibilities**:

- Customer Interaction (In-Person and Phone):

- Greet customers warmly and assist with inquiries about air brake products, services, and system maintenance.
- Handle incoming phone calls promptly and professionally, providing accurate information and support.
- Resolve basic customer issues over the phone or escalate more complex concerns to the appropriate department.
- Build rapport with repeat customers and establish strong, long-term relationships.

Sales and Transactions:

- Process sales transactions efficiently using point-of-sale (POS) systems, ensuring pricing and inventory records are accurate.
- Upsell and cross-sell complementary products and services during customer interactions.
- Assist customers placing orders over the phone, confirming details and arranging pickups or shipments.

Product Knowledge and Support:

- Stay updated on the full range of air brake products, including air compressors, valves, hoses, and related components.
- Provide technical assistance to customers, troubleshooting basic issues or directing them to service technicians as needed.
- Educate customers on maintenance practices for air brake systems and available repair services.

Organization and Merchandising:

- Maintain an organized and professional counter area, ensuring it is clean and welcoming.
- Restock and arrange product displays, ensuring accurate pricing and proper signage.
- Monitor inventory levels and communicate shortages or high-demand items to the inventory team.

Customer Issue Resolution:

- Address customer concerns promptly and professionally, both in person and over the phone, striving to resolve issues at the first point of contact.
- Escalate complex problems or disputes to the appropriate team members or management for resolution.
- Follow up with customers after addressing concerns or completing orders to ensure satisfaction.

Collaboration and Reporting:

- Work closely with the sales, service, and shipping/receiving teams to ensure seamless customer experiences.
- Report customer feedback, including product preferences and service requests, to help refine offerings.
- Assist in the implementation of promotions, sales events, or new product launches.

**Qualifications**:
**Experience**:

- Must have direct experience working in a service shop or parts counter and be comfortable identifying part numbers, interpreting work orders, and supporting technicians
- Prior roles as a Service Advisor, Parts Counter Person, or Shop Coordinator strongly preferred
- Experience handling customer inquiries by phone and in person
- Hands-on experience in an automotive, truck, or equipment repair environment is an asset
- Familiarity with inventory systems or point-of-sale software is an asset

**Skills**:

- Strong interpersonal and communication skills with a customer-first attitude.
- Ability to handle phone and in-person inquiries effectively and professionally.
- Basic understanding of air brake systems and automotive parts (training provided if required).
- Proficiency with POS systems, invoicing software, and Microsoft Office Suite.
- Attention to detail and ability to manage multiple tasks in a fast-paced environment.
- Personal Attributes: Dependable, approachable, and solutions-oriented with a willingness to learn.

**Key Success Metrics**:

- High levels of customer satisfaction and positive feedback from phone and in-person interactions.
- Accurate and efficient processing of transactions and phone orders.
- Contribution to sales growth through effective product recommendations and upselling.
- Maintenance of a professional and organized counter and phone presence.

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

Pay: $62,000.00 per year

**Benefits**:

- Extended health care
- On-site parking
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Winnipeg, MB R2L 2C1: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Automotive Shop: 1 year (preferred)
- Service A