Customer Support

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Supports customers and service center partners by fielding requests, diagnosing needs, processing quotes, orders and returns, and providing direction and follow-up to ensure customer needs are met. Focus is primarily on spare parts orders. Responsible for maintaining internal flow of parts orders, adequate parts availability, and accurate data in operating system.

**ESSENTIAL FUNCTIONS**

**Reasonable Accommodations Statement**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

**Essential Functions Statement(s)**

Respond to customer service inquiries regarding Aerzen parts and equipment. Includes understanding customer's request, presenting options, making recommendations, and directing customers in a way that will best meet both the customers' and the company's needs.
- Create and record complete and accurate quotes, sales orders, and return orders via the operating system in a timely manner.
- Responsible for picking parts orders from inventory, packaging and coordinating with logistics staff for shipment to customers.
- Proactively communicate with customers throughout the order process to keep them apprised of parts availability, delivery methods, and order status.
- Proactively connect to new and existing customers to discuss their needs.
- Process Purchase Orders according to company procedures to fill open parts orders, as needed
- Track, monitor, and maintain adequate inventory for optimal flow of customer and service partner parts orders. Coordinate with internal materials staff and external service center staff to identify optimal stock levels for efficient operations.
- Provide back-up phone support for customer support department as needed
- Communicate, as required to other areas of the company regarding customer satisfaction, order activity, parts usage, and process improvement.

**POSITION QUALIFICATIONS**

**Competency Statement(s)**
- Attention to Communication - Ensuring that information is passed to others who should be kept informed.
- Communication - Expressing oneself clearly in conversation, in business writing, and in all interactions with others in both English and French
- Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others' concerns and feeling, and to communicate this empathetically to others
- Building Collaborative Relationships - The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance, and support
- Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers
- Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies
- Technical Expertise - Depth of knowledge and skill in a technical area
- Thoroughness - Ensuring one's own and other's work and information are complete and accurate
- Self-Confidence - Faith in one's own ideas and ability to be successful; willingness to take an independent position in the face of opposition
- Stress Management - Ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation
- Personal Credibility - Demonstrates and is perceived to be responsible, reliable, and trustworthy.
- Flexibility - Openness to different and new ways of thinking; willingness to modify one's preferred way of doing things

**SKILLS & ABILITIES**

**Experience**:Two to four years related experience

**Language**:Fluent in French and English, written and spoken

**Computer Skills**:
Proficient in MS Office programs. Prior experience with enterprise-wide operating system including sales order and inventory management. Able and willing to learn new data systems as needed.

**Certificates & Licenses**:Valid driver’s license

**WORK ENVIRONMENT**

Friendly office environment with a close working team.

Type d'emploi : Temps plein

Heures prévues : 37.5 par semaine

Avantages:

- Assurance Dentaire
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Assurance Vie
- Assurance Vision
- Cotisation égale au RÉER
- Événements d'Entreprise
- Heures d’arrivée et de départ flexibles
- Stationnement sur place
- Tenue Décontractée

Horaire:

- Du Lundi au Vendredi
- Quart de jour

Formation:

- École Secondaire (Souhaité)

Expérience:

- Service à la clientèle: 1 an (Souhaité)

Langue:

- Anglais (Souhaité)

Lieu du poste : En présentiel