Customer Support Agent

4 days ago

Winnipeg, Canada Global Drain Technologies Full time

_Permanent, Full-time, On-site_

Global Drain Technologies, doing business as FoodSafe Drains, Slot Drain Systems, and Landscape Drains, is a leading manufacturer of engineered drainage systems for food and beverage manufacturers, commercial & industrial facilities, and urban landscape projects. We are looking for a customer-driven, manufacturing-oriented individual who has a vested interest in making an impact in our growing, family-owned organization.

**Key Responsibilities**:

- Customer liaison for all stages of production, shipping, and post-delivery.
- Intra-company customer advocate coordinating the sales order with Sales, Engineering, Finance, and Production.
- First point of contact for customer inquiries after a sales order is received; provides timely responses to the customer regarding the status of their order.
- Regularly updates customers on anticipated delivery dates and performs the delivery day customer quality and accuracy inspection sign-off.
- Ensures Customer understands installation procedures.
- Coordinates the after sales process of customer feedback survey, promoting pictures and tags to social media pages.
- Responsible for updating the Customer Relationship Management (Hubspot) and Enterprise Resource Planning (Acumatica) systems.
- Administers warranty claims and customer complaints; coordinates investigations with the VP of Sales and General Manager.
- Responsible for departmental Customer Satisfaction Score, Time to Resolve Service Tickets, and Repeat Business metrics.

**Education and Experience**:

- Post-secondary diploma or degree in Business Admin/Commerce/Marketing or a related field / or equivalent work experience.
- More than 2 years of experience in a Customer Service oriented environment.
- Excellent communication and interpersonal skills.
- Work experience in drainage systems, building materials, or construction industries is an asset.

We offer a competitive compensation package that includes a base salary and company profit sharing plan, RRSP matching program, and Group Benefits plan. Our company culture promotes creativity, innovation, and a strong sense of respect for one another.

Global Drain Technologies is committed to providing accessible employment opportunities. If you require an accommodation at any stage of the recruitment process please let us know.

**Hours of Work**: 80 hours biweekly. 8-4:30 pm Monday to Friday

**How to Apply**: Applicants must demonstrate in their cover letter and resume (PDF or Word) how they meet the requirements of this position.
- GDT thanks all applicants, however only those selected for an interview will be contacted._

**Salary**: From $40,000.00 per year

**Benefits**:

- Dental care
- Paid time off

Schedule:

- Day shift
- Monday to Friday

Application question(s):

- What are your salary expectations?
- Do you currently reside in Winnipeg, Manitoba?

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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