Customer Service Representative

1 week ago

Richmond, Canada Imperial Distributors Canada Inc. Full time

**Position: Customer Service Representative**

**Position Purpose**:The primary role of the Customer Service Representative is to provide outstanding service acting as a primary point of contact for customers regarding orders and products. CSR’s will provide callers with thorough service that builds relationships, resolves issues and increases overall satisfaction in the client’s needs. The CSR’s will liaise between customers and cross-functional internal teams to ensure a timely and successful delivery of products.

**Primary Responsibilities**:

- Screen orders for discrepancies while communicating them to customers prior to processing the orders
- Process orders accurately and in a timely manner
- Receive and resolve customer complaints in a timely and satisfactory manner
- Conduct outbound calls as required to communicate promotions or follow-ups
- Recognize and promptly escalate critical issues to a supervisor
- Perform functions as stipulated on procedures and support other job functions as required
- Take the extra mile to engage customers
- Extensive use of Microsoft Outlook and web related functions
- Maintain mailboxes and respond to all inquiries, including inquiries about products, staff changes, and more.
- Minimum 1 year of related customer service experience OR equivalent combination of education, training and experience, preferably within the Pharmaceutical industry
- Excellent verbal and written communication and organizational skills
- Familiar with customer service role in warehousing environments
- Strong phone contact handling skills and active listening
- Effective interpersonal and problem solving skills
- Ability to multi-task, prioritise, and manage time effectively
- Subject to security clearance
- Must be able to establish work priorities, multi-task and meet deadlines while working with frequent interruptions.
- Proven ability to work effectively and independently in a high pressure environment
- Have a capacity to remain calm under pressure and deal with time sensitive issues
- Demonstrated ability to manage work flow and work well in a team environment
- Ability to process work with a high degree of accuracy and comprehend instructions

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Store discount
- Vision care

Schedule:

- 8 hour shift

Work Location: One location

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