Csr (Customer Service Representative)

2 weeks ago

Burnaby, Canada Stormtech Full time

**STORMTECH** is a Vancouver-based company making a wide variety of performance, technical apparel, bags, and accessories for over forty years to companies in over 30 countries. Quality and design have remained at the forefront of the company’s mission, which is to “Provide Innovative Performance Apparel and Outstanding Customer Service.”

**NATURE AND SCOPE**
As the Customer Service Representative, you are the voice of the company; you are customer driven and a master coordinator. You enjoy getting things done and working alongside experts in design, logistics and apparel.

You provide exceptional service that goes above and beyond the customer’s expectations by accurately and promptly processing orders, providing quotes, providing recommendations to customers, and proactively following up on orders while ensuring on-time delivery. This position reports to the Customer Service Manager.

**SPECIFIC ACCOUNTABILITIES**
- Process customer purchase orders in a timely and effective manner
- Manage customer orders from order entry to delivery
- Proactively manage backorders and orders on hold by following up with customers with status updates
- Support the sales team with customer updates, reliable & accurate order entry, maintaining & growing the existing customer base
- Assist and process customer delivery discrepancies, and credit and debit requests
- Ensure through team efforts that call quality, productivity, and department’s order metrics are achieved
- Communicate with account base in respect to order concerns, existing promotions and all other customer inquiries
- Consistently work with the Customer Service team and the entire Stormtech organization to track, solve, and innovate our processes and procedures to provide best-in-class Customer Service

**RELEVANT SKILLS**
- Effective and professional verbal and written communication skills
- High level of attention to detail
- Ability to work independently and collaborate in a team environment
- Ability to multi-task, prioritize and manage time effectively
- Effective problem-solver
- Must be well organized and detail oriented
- Go-getter attitude: positive, proactive, solutions-focused and team oriented

**EXPERIENCE & QUALIFICATIONS**
- 2+ years customer service or sales experience
- Proficiency in Microsoft Office including Outlook, Word, and Excel (beginner)
- Experience with Salesforce or similar CRM platforms an asset
- Experience in apparel or hard goods, distribution, B2C or B2B industry an asset
- Ability to speak a second language an asset

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Tuition reimbursement
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Burnaby, BC V5C 4E2: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you fluent (written and verbal) in English?

**Experience**:

- Customer service: 2 years (required)
- CRM software: 2 years (preferred)
- B2B: 2 years (preferred)

Work Location: In person

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