Customer Service Representative

1 week ago

Scarborough, Canada S. A. Armstrong Full time

The Customer Service Representative maintains all aspects of the customer service relationship including order processing, follow up, delivery co-ordination, identify customers needs, clarify information, research issues, and provide solutions and/or alternatives. This role will be based in Scarborough, Ontario

In addition to annual initiatives, the key accountabilities of this position are:
**Customer Service**:

- Maintains excellent communications directly with customers, being attentive to individual customer’s requirements and ensuring a pro-active, efficient response to customer’s needs.
- Answers customer telephone enquires always adopting a polite and professional attitude.
- Follows established policies and procedures ensuring standards of service to customers and business objectives are always achieved.
- Pro-actively communicates and works with members of your own and other departments to ensure standards of service to customers and business objectives are achieved.
- Build sustainable relationships and engage customers by taking the extra mile
- Frequently attend educational training seminars to improve knowledge and performance

**Order Management**:

- Enters and acknowledges customer orders accurately
- Processes customer change orders and notifies the appropriate departments.
- Initiates Sales Returns Goods, following the established procedures.
- Maintains a current regional order backlog.
- Expedites orders and inquiries as approved by management.
- Proactively contacts customers regarding late deliveries.
- Liaises with finance regarding new and/or blocked accounts and keeping the customers informed as appropriate.
- Liaises with internal and external sales personnel
- Works with the Procurement Team to ascertain delivery timescales for the product(s).
- Liaises with appropriate production personnel on lead times and/or delivery dates.
- Handles customer complaints ensuring a satisfactory resolution for both the customer and the business.
- Liaises with customer site personnel regarding deliveries of products.
- Liaises with Quality Department to identify product issues, containment, root cause and corrective action

**Role Requirements**:

- Previous experience in customer service essential
- Ability to work independently and as part of a team
- Must have an enthusiastic attitude with exemplary problem-solving skills
- Previous experience of HVAC business advantageous
- Previous experience of using an MRP System
- A pro-active and flexible approach to work
- Excellent interpersonal skills
- Superior IT skills
- Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
- Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well-thought-out recommendations.
- Strong, team-oriented leadership skills with presence and a bias for action.
- Self-directed with ability to work autonomously and collaboratively and a focus on results.
- Ability to communicate in an open and authentic manner in all situations

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Scarborough, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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