Customer Service Associate

**About the Company**:
H. A. Kidd was founded in 1924. We are the largest manufacturer and distributor of home sewing, knitting and craft products in Canada. Our more than 35,000 products are found in over 2500 fine fabric, yarn and craft stores and departments from coast to coast. Our many brands and products are market leaders, and our 140 employees are committed to always giving our valued customers the highest level of service. Our sales and service team covers every province and is supported by regional distribution centers in Toronto, Montréal, and Edmonton. Our distribution network is dedicated to fast order turnaround and to virtually next day delivery to all areas of Canada.

**Key Responsibilities of the Customer Service Representative**

There are two primary functions to the Customer Service Representative role. They include providing high-level customer service to H.A. Kidd’s retail customers and value-add administrative sales support to the sales and service teams. Secondary functions include Inside Sales and Front Desk & Administrative Duties.

**Responsibilities for this position include**:
**Customer Service**
- Proving customer support regarding inquiries for product availability, special orders, order tracking, pricing, and returns
- Responding to consumer inquiries regarding the company, our products, and services
- Resolving customer complaints in a timely manner and knowing when to escalate complex issues to management team
- Accurately entering customer sales and sample orders on behalf of TSMs, service persons, and internal department managers
- Documenting all sales and customer inquiries and updating the complaints log daily
- Proactively upsell or request additional sales from customers that place sales orders that fall below minimum order value
- Collaborating with Sales and Marketing teams to ensure adequate quantities of products are ordered for upcoming promotions
- Utilizing the company’s website to assist customers with their product search, purchases, logins, and passwords
- Obtaining approval for returned/damaged merchandise in accordance with the company’s return and damaged goods policies
- Maintaining the Customer Service department’s (SOP) reference binders and ensuring all new and revised policies and procedures are saved to SOA (sales) network drive
- Actively participating in continuous learning and understanding of H.A. Kidd’s products, services, and promotions

**Sales Support**
- Supporting TSMs endeavours for handling customer concerns, questions, and/or issues concerning their stores
- Communicating newsletters (e-Blast) and other marketing initiatives that drive sales growth and builds brand awareness
- Providing physical support to service persons for coordinating Button & Zipper Changeovers twice a year
- Distributing daily, weekly, monthly, and ad hoc sales and performance reports to the TSM and company leadership teams
- Preparing sales quotes for existing customers on behalf of TSM or at the customer’s request
- Coordinating with the Accounting team to arrange New Account Set Up on behalf of the TSM or at the customer’s request
- Assisting the sales team with communicating and researching competitive prices for sales proposals
- Conducting proactive and regular reviews of open orders and exceptions reports and notifying TSMs and/or customers of issues that require immediate attention or will affect their business
- Coordinating shipments of samples, marketing materials, and other internal documents to the TSM team
- Providing event planning and administrative support to the TSM for trade shows and special events

**Inside Sales**
- Establishing and building professional business relationships with new and existing customers
- Engaging in customer outreach programs for the purposes of “winning back” old customers and acquiring new ones
- Preparing sales quotes for new customers on behalf of the TSM or at the new customer’s request
- Attending sales meetings as applicable and establishing and building business relationships
- Communicating to customers, new products and promotions that are targeted at their specific store needs
- Proactively and constantly striving for increased sales at each selling opportunity
- Assisting in training new Territory Sales Managers (TSM’s) about products, procedures, and company policies

**Front Desk & Miscellaneous Administrative Duties - (BACKUP)**
- Managing company switchboard and maintaining the cleanliness of the head office reception area
- Executing administrative duties and preparing and sending courier packages to TSM’s and regional warehouses
- Receiving incoming packages and prepare outgoing packages on behalf of the sales and management teams
- Other duties as assigned by department manager

**EDUCATION & EXPERIENCE**:

- University Degree or College diploma
- Minimum 3 to 5 years’ experience working as CSR or an Administrative Assistant in a B2B sales environment

**SKILLS & QUALIFIC