Customer Service Representative

**Overview**
ThruFlow is growing We are an industry leader in prefabricated, easy-to-assemble, eco-friendly, permanent decking solutions. QRamp is a leading provider of innovative, stylish, and easily assembled modular access ramps for homes and businesses. As we bring our manufacturing in-house, we are looking to grow our local team in Wallaceburg, Ontario, Canada

Reporting to the Customer Service Manager and working closely with the Shipper Receiver, Sales & Marketing Manager, and other Customer Service Representatives, this role has full responsibility for the completion of the Order Processing Process, which includes any ramp or panel order delegated to them, from customer quoting to invoicing. This position will also support the freight logistics on materials, inbound and outbound.

**Responsibilities**
- Provide exceptional customer service to customers by adhering to standard response times of maximum of two business days and providing supplementary information such as expected, on time or delays, in product delivery times.
- Relay product information for facilitating order completion directly to customer, such as colors, sizes, and dimensions.
- Direct any 'non-order related' technical product information inquiries to appropriate sales personnel or Customer Service Manager.
- Receive and process customer quotes as per the Order Processing Process and corresponding Standard Operating Procedures, for both ramp and panels orders, including credit card payments for non-credit customers.
- Support full coverage for other Customer Service Representatives during their work absences.
- Ensure all ERP and other records are updated with the latest information (Sage, My CRM and Monthly Transaction Record) in correlation with orders in progress and completed.
- Arrange non-order related freight logistics for raw materials and products, inbound and outbound, under the direction of the Customer Service Manager.
- As part of the Order Processing Process, must complete documentation such as packing slips, bill of ladings, sales orders and commercial invoices using vendor/freight portals and forward documentation to necessary personnel, internal and external.
- Support the Customer Service Manager on any documentation needed to complete NAFTA and bond updates.
- Investigate any issues with brokerage and freight invoices, as needed with the Accounting Department
- Back up the process owner for Product Samples Process and Warranty Process in the process owner's absence.

**Skills**
- Excellent verbal and written skills
- Intermediate knowledge of Microsoft Office (Excel, PowerPoint, Word)
- Some experience with of sales or accounting software (Sage CRM is an asset)
- Experience in freight logistics and associated software & systems
- Ability to work independently and as part of a team
- Strong problem-solving skills and customer-oriented attitude
- Ability to commute to or relocate to:
Wallaceburg, ON N8A 4L3: reliably commute or plan to relocate before starting work (preferred)

**Education & Experience**
- Minimum 2 years of customer service experience
- Certification in logistics, transportation or distribution preferred

Pay: $52,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wallaceburg, ON N8A 4L3: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (required)

**Experience**:

- Microsoft Office: 5 years (required)

**Language**:

- fluent English (required)

Licence/Certification:

- Driving Licence (required)
- Freight Logistics Certificate (preferred)

Work Location: In person

Application deadline: 2024-11-01
Expected start date: 2024-11-11