Customer Care Specialist, Commercial

**Position overview**:
Reporting to the Senior Manager - Customer Service, this position provides customer service, technical and operational support to Customers, Commercial Sales and the Customer Service Team, with its main focus on Commercial products and accounts.

**Major responsibilities**:

- Identifying, diagnosing and resolving Customer equipment concerns / issues in a timely manner, working with Manufacturing and Management as required
- Ensure Customer Service Procedures are followed, and that all Cases are properly set-up and tracked in the CRM system
- Develop and maintain a positive client relationship by providing prompt case resolution including aftercare
- Documentation, monitoring and escalation of Customer Service issues with relation to service, delivery and products
- Processing spring replacement orders - confirming product and model of equipment, up-selling and serial numbers
- Replacement and Warranty order processing, working closely with Manufacturing
- Manage Commercial returns through customer contact, liaison with Transportation and Team. Review pending returns and determine product disposition, based on product value and situation. Coordination of RMA numbers / call-tags with Receiving, Finance and Customers
- Handle inbound inquiries regarding warranty, replacement parts, assembly and product functionality - including support to the Retail Department
- Providing customers with or directing them to Owners Manuals, Assembly Instructions, How-to, Replacement Part Guides and Warranty Information as needed
- Provide training to Staff and Distributors on equipment maintenance and trouble-shooting as required
- Documentation and reporting to the Senior Manager, Customer Service of all Priority Issues, Incident and Accident Reporting
- Identifying ongoing warranty issues/frequency and resolution to predict larger scale issues relating to design/ materials/ workmanship
- Bringing anomalies and trends to the attention of management
- Contribution of newsletter content for quarterly Equip Tips column and others as needed
- Sourcing and establishing current Service Provider Network (outside of GTA), maintaining up-to-date file and CRM database
- Managing Product Modification File with reporting to Sales of any Engineering Changes Notices affecting large equipment as required
- Other duties as assigned

General Support & Competitive Analysis
- Quarterly review of competitor websites, newsletters. Reporting on new products and promotional activities
- Identifying and forwarding any potential sales opportunities to the appropriate Commercial or Retail Sales member
- Review and analysis of new Merrithew equipment and/or accessory introductions
- Annual comparison of features and benefits versus comparable Merrithew models

**Skills and qualifications**:

- 1-3 years’ experience supporting a customer service team in a technical environment
- Post-secondary education or equivalent work experience
- Excellent MS Office (Outlook, Word, Excel, PowerPoint) proficiency
- CRM expertise with data entry and reporting
- Preference will be given to those with technical and/or mechanical knowledge
- A highly driven, self-motivated personality who shows perseverance and can creatively provide solutions beneficial to both Company and Customers
- Exceptional customer service and relationship building skills
- Adept at problem solving, learning and adapting to new technologies
- Strong attention to detail, ensuring accuracy in entering orders, shipping addresses and customer cases
- Exceptional communication skills (written and verbal), both in articulating their ideas and gathering input from key stakeholders
- Superior organizational and planning skills, with the ability to prioritize and handle multiple tasks and deadlines
- Works well under pressure and has a sense of urgency with the ability to handle a varied range of clients
- Ability to thrive in a fast-paced, entrepreneurial environment
- Additional languages, spoken and written, are a definite asset

**Please note**
- **Note to Recruiters : Thank you for your interest, but please do not contact us**:

- At the present time, we will only consider those applicants who are legally authorized to work in Canada
- A complete job description will be provided upon request

Merrithew® is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment and selection process, please indicate so by notifying Human Resources.

**About Merrithew**®**:
Merrithew, Leaders in Mindful Movement, was co-founded by Lindsay and Moira Merrithew in 1988. For over 30 years they have been dedicated to enriching the lives of others by providing responsible exercise modalities and innovative fitness brands across the globe. Merrithew’s premier Pilates brand, STOTT PILATES®, delivers best-in class Pilates education and media to everyone fr