Representative I-customer Service

2 weeks ago

Woodbridge, Canada Westlake Royal Building Products Full time

**SUMMARY**

Supporting all of Royal Exterior brands, the Customer Care Representative will be the first point of contact for end -user inquiries, and after sale issues (including warranty claims, ‘level 1’ technical inquiries, marketing initiative support, and other general consumer queries).

**DUTIES AND RESPONSIBILITIES**
- May include, but are not limited to, the following:_
- Answer level 1 technical inquiries (e.g. installation related, manufacturing specs, product maintenance, troubleshooting, etc.) from internal and external customers, and escalate to level 2 where appropriate
- Review and analyze customer warranty repair requests/claims to ensure compliance to warranty guidelines
- Liaise with the various plant’s QC departments as well as other internal stakeholders, and assist in negotiations with customers to resolve warranty claims
- Log and update customer service requests in database
- Update and maintain a variety of reports for management and department’s use
- Ensure all SOX compliance processes are followed and necessary documents are verified and kept on file as needed
- Perform other related duties as required

**EDUCATION, EXPERIENCE AND QUALIFICATIONS**
- Completion of a university degree or college diploma or equivalent work experience.
- Minimum 2 years’ experience in Customer Service, preferably in a manufacturing or servicing environment.
- Customer Service focused with excellent communication, negotiation and problem solving skills.
- Bilingualism (English & French) is preferred but not mandatory
- Demonstrates an ability to thrive in a fast paced environment.
- Managing multiple priorities, effective judgment and time management.
- Team player, strong interpersonal skills.
- Accuracy and attention to detail is a must.
- Excellent communication skills in English (written and spoken) to produce a variety of business documents.

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