Customer Service Professional

**Title**: Customer Service Representative
**Reports to**:Customer Service Branch Manager
**Location**: 370 Green Road, Stoney Creek, ON

**Position Summary**:The Customer Service Branch Representative is responsible for the customer service experience as provided to all contractors, builders and residential customers via electronic resources, telephone, and Internet. The Customer Service Branch Representative must have the ability to effectively communicate to customers and coworkers, gaining an understanding of customer needs, as they pertain to the construction industry, and meeting those needs in an optimal fashion.

**Major Duties and Responsibilities**:
Living the Turkstra Values:

- Provide world-class customer service and quality building products.
- Provide a safe and healthy work environment for all.
- Commits to safety by following company safety rules, regulations, and policies.
- Follows Uniform policy; wears proper Personal Protective Equipment.
- Supports company Health and Safety initiatives by identifying and reporting potential unsafe conditions or hazards.
- Maintains a clean and neat work environment.
- Treat our employees with respect and provide opportunities for ongoing growth and development.
- Act with integrity in all our dealings with customers and suppliers.
- Build our future based on traditional values.
- Support the communities in which we work.
- Stand behind our products and services.
- Always on the level.

Customer Service:

- Follows Turkstra's approach to world-class customer service.
- Advises customers by providing proficient knowledge of products and services; using resources where required.
- Assists customers in making the best selections for their specified project.
- Seeks to earn 100% of the customer's business (100% wallet share).
- Seeks to earn a referral from every customer.
- Develops and maintains conflict resolution skills, effectively de-escalates customer issues. - Level 4

Customer Service Branch Responsibilities:

- Follows proper procedures for all phone order payments through POS and Bambora.
- Follows proper quoting procedures and proper follow-up through CRM.
- Follows proper daily procedures with customers on LiveChat. Including direct orders through chat, quoting, and follow-ups.
- Assists as Branch Support when needed, including creating/maintaining branch delivery logs.

Daily Operations:

- Follows proper sales procedures and proper scheduling of delivery services.
- Responsible for maintaining branch appearance according to branch standards guidelines.
- Contributes to a positive team environment within the Branch and throughout the company.
- Effectively processes special orders. Creating the proper purchase order in the appropriate branch, including following up with vendors for order confirmations. - Level 3

Business Objectives:

- Works together with the Branch team to achieve key performance indicators (KPIs).
- Promotes the Turkstra Mill, Truss Plant, Lawson Lumber, Designer Showcase, and Turkstra Installs as part of our complete company offering.
- Supports the Turkstra Lumber Build-it-Better program.
- Participates in social media opportunities and assists the Marketing Team by providing relevant content for web and social media.
- Shares in the responsibility of taking inventory.
- Shares in the responsibility of preventing shrinkage.
- Participates in branch and/or company lean projects.
- Assists in the development, maintenance, or presentation of Turkstra Lumber University content. - Level 3

Training and Development:

- Attends Turkstra University classes and retains knowledge.
- Actively seeks out opportunities to expand knowledge, through reading, website reviews, vendor presentations, etc.
- Assists in the training and support of co-workers (when and where appropriate).
- Level 2 K8 Training. - Level 2
- Attended Product Knowledge sessions with vendors, either in person or online. - Level 2
- Has completed the required NHPA course materials (Products). - Level 2

Additional Duties and Responsibilities:
Responsible for any and all other duties as may be required from time to time in accordance with proper training and certification requirements; including:

- Build-It-Better Coach (for one or several project categories) (Premium).
- Coach, mentor, and train new CSP employees. - Level 3
- Back up for CSB Branch Manager. - Level 4
- Able to cover for Assistant Managers in a short-term capacity. - Level 4

**Qualifications**:
Education/Experience Requirements:

- General interest in the construction industry
- Experience or knowledge with related products and services
- Vocational training an asset
- Construction industry experience an asset

Abilities/Skill Requirements:

- Customer focused
- Communication skills, both verbal and written
- Product Knowledge
- Strong attention to detail
- General math and measuring skills
- Ability to work in a fast pace work environment

Physical requirements:

- Ability to sit for long periods