Customer Service and Sales Support Assistant

ABOUT US:
Beckham Brothers flooring company was built on old-fashioned values of quality and longevity. Our code of ethics and high standards guide every decision we make. Coming from a long legacy of family businesses, and as second
- and third-generation flooring retailers, the Brothers know the power of putting a family name to a product. Beckham Brothers products are designed to reflect and uphold this hard-earned reputation. By tapping into the Brothers’ depth of knowledge in flooring and quality assurance, we at Beckham Brothers designed floors that are our first choice for our own homes and families.

Hours of work: Mondays-Fridays, 9:00am-5:00pm ET

MISSION:
To contribute to the overall success of the company by providing customer support-related services to the sales team to ensure their customers are satisfied with all aspects of orders and all product-related updates.

CORE ACCOUNTABILITIES:
Work with the company executives, management and administrative staff on processes relating to customer-based tasks; responsible for management of customer and client expectations relating to inbound and outbound dealings.

MAIN DUTIES:
1 - Customer Service
- Act as receptionist - walk-ins and deliveries, greet all customer walk-ins and appointments
- Answer and or direct all incoming phone calls to the company: Communicate with customers to provide work progress updates and follow up, Address customer concerns and inquiries in a timely, courteous and professional manner, Receiving and processing orders, Address, record and report on all customer service-related issues as it relates to the following: Inbound matters

2- Sales staff support
- Point of contact for sales team administrative support
- Communicate with sales team when customers arrive at office
- Arrange appointments with sales team and customers when applicable
- Serve as a touchpoint for internal customer support teams for sales staff
- Contact customers on behalf of sales team as required
- Work with the sales team to engage in any action items needed to support the sales team directly
- Advise sales staff of any backorders and contact customers on their behalf
- Advise sales staff of ETAs of shipments, containers upon request: Provide tracking information, Missing shipments, Shipments in transit
- Advise sales staff of customer inquiries regarding pricing and confirm price
- Communication lead for all warehousing related matters
- Arrange customer product - pick ups
- Record, schedule, maintain and update warehousing calendar regarding customer pick ups
- Process payments, as needed
- Provide customers with all paperwork as applicable
- Place orders for sales team as applicable
- Notify both sales team and customer of any price discrepancy to purchase orders, if applicable

3- Administrative duties with Customer Concierge
- Update product guide sheets as directed for Customer Concierge
- Update product information catalogue(s) as directed for Customer Concierge
- Update price list(s) for Customer Concierge as instructed
- Check for outstanding returns
- Check website for shipped but not closed
- Update tracking spreadsheets
- Invoicing and data entry assistance as needed from the Senior Accountant
- Request quotes from carriers for special shipping

4 - Website and software systems data entry
- Edit front-end of website to ensure product accuracy regarding specs as directed
- Website ETA updates
- Monitor in/out-of-stock product availability and notify when there are backorders
- Check website for cancelled orders

SKILLS AND QUALIFICATIONS:

- Fluent in English
- French is an asset
- Excellent verbal and written communication skills
- Previous experience with customer service
- Experience Skilled in HTML, CSS, JavaScript, and React is an asset
- Strong knowledge of shipping and receiving
- Detail oriented; excellent organizational skills
- Experience with supply chain management (SCM) and logistics an asset
- Experience with NetSuite an asset
- Microsoft Office and Outlook knowledge

**Salary**: Salary commensurate with experience.

Benefits: Group/medical benefits; 2 weeks paid vacation

We thank all applicants in advance, and will contact only those who we wish to interview.

Expected hours: 40 per week

**Benefits**:

- Casual dress
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- Customer Service: 2 years (required)

**Language**:

- English (required)

Work Location: In person