Customer Service Representative

**Customer Service Representative (CSR) - Job Description**

Safety Express Ltd., an Aramsco Company, has been serving its clients in the Abatement, Restoration, Professional Cleaning, Industrial Safety and Surface Preparation market for over 35 years. We are currently seeking an enthusiastic, highly motivated, experienced Customer Service Representative to join our team.

**Job Summary**

We at Safety Express recognize the value that our Customer Service team brings to the company. As the face of the company the Customer Service team gets the opportunity to build a strong customer experience and lasting relationships with our customers. As a customer service representative, you demonstrate excellent attention to detail, communication and problem-solving skills; and a passion for providing exceptional customer service. The customer service representative will be responsible for answering customer inquiries, resolving complaints, and providing information about our products and services.

If you are passionate about working with customers and have an interest in the Abatement and Restoration Industry, this is the perfect opportunity for you

**Key Responsibilities & Accountabilities**
- Provide accurate and up-to-date information about our products and services; and a willingness to learn new key initiatives.
- Responsible for accurately entering customer orders for existing and new customers, including determining customer needs, assisting with product selection, upselling/cross-sell, and advising of monthly promotions.
- Manage flow of orders from entry through to invoicing while communicating effectively with customers regarding timelines and effective product substitutions to prevent backorders, along with working with the operations team to acquire freight quotes through our transportation software.
- Timely notification to customers related to orders ready for pick-up.
- Collaborate with other departments to ensure customer requirements such as, but not limited to accurate system pricing and managing credit holds.
- Following up with key stakeholders on customer orders to ensure processed timely including backorder status.
- Resolve customer complaints and issues in a courteous and efficient manner with the ability to Identify and escalate issues to the appropriate parties when necessary.
- Worked with branch team to ensure branch and showroom is merchandized and kept tidy and clean.
- Assist with other projects/duties as required.

Core Competencies
- Process Oriented
- Flexible/Multitask (ie. able to pivot to a new task without compromising their current task (to switch priorities))
- Customer focused - needs to enjoy engaging with a customer, outgoing, friendly
- Driven to learn
- Positive thinker
- Sense of Urgency (consistent follow-up)
- Self-starter once trained
- Great memory

***Qualifications
- High school diploma or equivalent; college degree preferred
- Minimum 3 years' working experience in customer service role in an asset.
- Excellent communication skills, including verbal and written communication.
- Strong problem-solving skills and ability to think creatively
- Ability to always act professionally.
- Strong attention to detail and ability to maintain accurate records
- Ability to work independently as well as in a team environment.
- Positive attitude, strong work ethic, and willingness to learn.
- Previous industry knowledge an asset

Key Performance Indicators
- Actively participate in one-ones and branch huddles
- Full support during Client emergencies
- Accurately enter orders
- Branch service levels (average speed to answer)
- Workstation organization and cleanliness
- Safety compliance

Physical Requirements
- Ability to work in a fast-paced environment.
- Ability to work in a distribution environment.
- Walking, bending, reaching, stretching, climbing, sitting.
- Manual dexterity
- Visual acuity to read bar code labels and location labels.
- Heavy lifting may be required.

Compensation
- Competitive base salary
- RRSP matching program
- 3 weeks’ vacation
- Tuition reimbursement program
- Health and Dental benefit programs
- EAP and Wellness Program
- Positive and supportive work environment.
- Comprehensive training and ongoing support.
- Chance to make a difference in the lives of our customers and fellow employees.

Accessibility

Safety Express team Inc. is committed to delivering and improving accessibility in employment for all persons with disabilities. Accommodation is available, and will be provided upon request, to applicants with disabilities to enable their participation in the recruitment, assessment, selection and hiring stages. in accordance with Accessibility Standards and the Human Rights Code