Office Manager

**ABOUT THE COMPANY**

Phoenix Contact's roots are in Germany. Our headquarters are in Blomberg. Originally founded in Essen in 1923, we have grown over the years. With over 50 subsidiaries worldwide, we truly have Global reach. Together with customers and partners, we design solutions for the future using trend-setting connection and automation technology. Wherever they are needed - for example, in transportation infrastructure, electromobility, for clean water, regenerative energies and intelligent supply networks, or energy-efficient machine building and systems manufacturing. We face up to technological developments and the associated changes in society. With more than 100 years of experience in the field of machine building and automation, we are working on tomorrow's intelligent production today.

**DESCRIPTION**

The Office Manager is a professional multitasker, whose primary responsibility is to act as the first point of contact and provide customer service to all Customers, Accounts and Distributors. This also includes maintenance of all Logistics/Operations functions of running the Montreal Office. We are searching for individuals who demonstrate initiative and leadership, enjoy the challenge of solving problems and have the ability to work within a sales team.

**POSITION RESPONSIBILITIES**

**Customer Service**
- Treats customers courteously
- Responds to customer requests in a timely manner
- Proactively identifies customer needs
- Takes responsibility to resolve customer complaints
- Elicits feedback from customers to monitor their satisfaction
- Liaise with other departments/divisions to promote positive customer experience

**Order Administration**
- Accepts and processes orders, following established business rules including customer changes and cancellations. Emphasis is on error-free order management and same day order entry
- Expedites orders to prevent downtime. Qualifies and processes emergency and/or expedited orders and shipments in a timely manner
- Proactively communicates with customers about order verification, order status, pricing and shipment status. Collaborates with various departments to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests
- Actively seeks to maintain accurate delivery dates

**Customer Maintenance & Satisfaction**
- Assists in maintaining account and contact information in CRM
- Promotes customer satisfaction by developing and maintaining excellent relationships with distributors, customers and departments within the organization
- Supports RMA (Returned Material Authorization) process via CRM system and assists in resolving issues in a timely manner to maintain customer satisfaction

**Other duties**
- Assists in cross-selling and upselling products where possible
- Responsible to make sure the Office is open from 8 am to 5 pm (Monday to Friday).
- Responsible for all Maintenance needed to keep our office running properly (Office equipment, Cleaning, etc.)
- Responsible for maintaining the literature library and inventory up to date.
- Responsible for keeping the storage area clean and functional.
- Responsible for set up of Training/ Meeting room(s) as per Managers request prior to various meetings / trainings. This includes gathering catalogues, demos, writing pads/pens and other necessary materials needed for these events.
- Responsible for maintenance and inventory of Sample and Demo Materials. This also includes developing and maintaining the Demo/Sample database.
- Responsible for ordering all literatures, displays, Demos, promotional Items for Seminars and Trade shows.
- Responsible for all Shipping and Receiving for the Montreal office.
- Event Management (ie: booking and coordination of events)

In addition to those listed above, you may be asked to complete other duties as requested.

**QUALIFICATION REQUIREMENTS**
- Post-secondary education, Office Admin diploma or equivalent is a plus
- Bilingual (French & English) both written and spoken is essential
- Previous experience in a Customer Support / Service role
- Excellent Knowledge of MS Office Software
- Experience with ERP and CRM software packages
- Interest in new technologies is a plus
- The ability to multi-task is essential

**ESSENTIAL JOB REQUIREMENTS**
- Excellent Communication Skills
- Detail oriented and Accurate
- Creative thinking and problem solving
- Sense of urgency
- Excellent time management and organizational skills.
- Ability to work in a team environment and/or independently is considered critical

We are offering an attractive remuneration package, employee benefits and the opportunity to contribute to a fast-paced growing company with dynamic leadership and a history of growth and profitability.

**Awarded one of Canada’s Best Workplaces, we recognize people as our most valuable resource. We are an equal opportunity employer.**

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