Customer Experience Representative

Anatolia is a leading global Brand, manufacturer, importer and distributor of wall and flooring products to some of the largest Retailers and Distributors throughout Canada, the United States and Europe. Based in Toronto, Anatolia is a privately owned 100% Canadian corporation that is not only one of the largest players within the industry, but also continues to grow rapidly year after year. Each year since 2018, Anatolia has won the Canada’s Best Managed Companies award for being amongst the best-in-class of Canadian owned and managed companies and have now become a Gold Standard winner in 2021 for winning this award for 4 consecutive years.

POSITION SCOPE:
KEY ACCOUNTABILITIES:

- Service and manage customer accounts within North America from order entry to successful delivery of the product on time.
- Demonstrates a solid understanding of logistics requirements for both Canadian and US customer orders, communicating with transportation and tracking shipments, and
- Take ownership for customer satisfaction and strive for excellence by achieving/exceeding customer expectations, especially when investigating and resolving customer’s complaints or issues.
- Maintain accurate and detailed records on specific account as related to information requirements, discussions, or correspondence with customers.
- Answer telephones and assist with any incoming inquiries relating to the status of purchase orders, product-specific information and shipment information. Demonstrate a thorough knowledge of product lines, provide accurate product and pricing information, and appropriately communicate to customers.
- Enter orders into Anatolia's system accurately and efficiently, manage orders and delays, check stock and back orders, relay information or changes to customers in a courteous and timely manner, and ensuring the system is updated accordingly.
- Provide ongoing support and assistance to the Customer Experience Team as necessary
- Assist with special projects and perform other duties as assigned.
- Learns and employs Anatolia business processes and policies while performing daily tasks.

This position also requires:

- Interactions with internal or external customers employing professional common courtesy, providing requisite and correct information along with straightforward support.
- Demonstrated experience and ability working with somewhat complex information as related to analysis, problem solving, and reasoning to perform job duties
- Demonstrated accountability for quality, accuracy and adherence to detailed work instructions with some discretion exercised within pre-determined limits and procedures authorized by a supervisor.
- Demonstrated capability to occasionally provide guidance to other staff as needed in relation to the execution of job duties and assigned projects.
- Demonstrated understanding that work contributions have some influence beyond the immediate department and organization and as such duties are executed with care, accuracy and compliance to instructions.
- Demonstrated ability to work collaboratively and with common courtesy towards other departments, customers or suppliers.
- Capability to deliver a consistently high level of customer service to internal or external customers is required, discovering and comprehending their needs and providing efficient and effective support.
- Understanding that work efforts and interaction with external parties may have a moderate impact on the employer brand and public reputation and as such ensure that behavior and communications shall be professional and accurate at all times.
- Demonstrated ability to work collaboratively with peers within a work area and with other departments

IDEAL QUALIFICATIONS:

- High School Diploma required
- Post-secondary education an asset
- Minimum of 1-2 years of relevant customer service experience, preferably from within the construction or building material industry.
- Bilingual in French considered an asset
- Experience relating to logistics and shipping/receiving is an asset.
- Proficient with database systems (Excel) is a must.
- Previous exposure to an ERP/WMS system required, SAP will be considered an asset.
- Demonstrated ability balancing customer expectations and company interests.
- High attention to detail, results oriented, and ability to work in a fast-paced environment.
- Excellent written and verbal communication skills with a high degree of emotional maturity for enhanced performance and conflict resolution.

At Anatolia we strive to create a flexible work environment where our employees are empowered to do their best work. We thank all applicants for their interest however only those meeting the minimum qualifications will be interviewed.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site gym
- On-site parking
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commut