Customer Service Representative

Name:
**Job Title**:Customer Service Representative

**Division & Dept.**:Sales and Marketing Division

**Location**:This position requires the staff to be present in the office most of the time.

**Position Type**:Monday to Friday, 8:30am to 4pm

**HR Contact**:Philippe Dubreuil **Reports to**:Admin Assistant

**Scope of Work & Responsibilities**

The scope and responsibilities of the position are to handle customers’ incoming enquiries, demands for quotes and purchase orders of products swiftly and accurately. To drive up the level of care and velocity of the services we deliver to our clients.

This position is one of the most important client-facing positions. This is where the demand for products is met with a friendly, knowledgeable and swift response that provides out clients with the materials they need.

The purposes of this position are to:
1. Be the receipt point of communications directed at Sparo Group for ordering, quoting and answering questions about products and on-going orders, shipments, etc.

2. To free up the owner’s time by professionally and properly addressing customers enquiries, quotes and orders so these are not required to be addressed by him.

3. To increase the speed of the customers’ communications and request and drive up the sales for the organization.

**Products & Services directly or indirectly handled on the job**

The end results of the actions taken by the Customer Service Representative are:
1. An efficient business owner who is unburdened by having to answer clients’ enquiries, quotes and purchase orders resulting in someone who can concentrate on generating more sales and thus, growing the business.

2. Swift communications delivered to the right person.

3. Swiftly addressed clients demands resulting in them acquiring the materials they need.

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**Summary of the basic functions and tasks of the Administrative Assistant**

The below tasks are functions that the Customer Service Representative is to perform:
1. Receive and triage all communications coming into Sparo Group in a friendly and professional manner.

2. Handles and processes simple quotes and orders.

3. Prepares and sends quotes to clients based on the information provided by the owner.

4. Answers enquiries about shipped products.

5. Takes messages and accurately relays these to the correct person.

6. To assist our clients in any queries they have regarding our products and services.

7. Keeps track of pending quotes and presents reports to the owner on these for action.

8. Answers phone and inquiries; keeps the owner from being constantly hit by phone calls by screening the calls, answering questions if possible and seeing that important communications reaches the owner.

9. Invoices for transactions accurately written and sent to the right client.

10. Informs clients of any delayed shipments and new ETAs.

11. Assist with packaging and sending promotional materials to prospective and active clients according to the owner’s directions.

12. Any administrative functions required by the owner to speed up and keep his lines unburdened.

The flow for taking an order or quote from a client should be as follows:
1. Greeting.

2. Get the data: Manufacturer/Model/availability/delivery time needed.

3. Pull price.

4. Conditional: if not available or stocked or no price available, call the customer sales rep.

5. Find out when it is available and the price.

6. If not available or will not get it according to time needed: Find an alternate, similar model in a different manufacturer line. a. Fixture type. b. Break down the wattage of the model. c. Break down the voltage of the model. d. Breakdown the colour temperature. e. Breakdown the fixture colour finish. f. For exterior fixture, types of mounting.

7. Get the pricing for the models and amounts required by the client.

8. Accurately draw up the quote with all information required.

9. Processes purchase orders for products.

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**Valuable Final Products**

Queries, communications, quotes and purchase orders swiftly and accurately processed resulting in happy and enthusiastic customers.

**Schedule and Working Hours**:

- Monday - Friday,

**Requisites for the position**
- Experience in customer services
- Knowledge in electrical and lighting products

**The key performance indicators**
- Quotes provided (Weekly and Monthly)
- Total Sales (Weekly and monthly)

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**Salary**: From $18.00 per hour

Schedule:

- 4 hour shift
- Monday to Friday

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- Breslau, ON N0B 1M0: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (required)
- Electrical and Lighting Product Knowledge: 2 years (required)

Work Location: Hybrid remote in Breslau, ON N0B 1M0