Customer Support

Family owned and professionally managed, Westbrook Trailers is a division of The Westbrook Group of Companies specializing in the manufacturing of Galvalume steel light duty trailers, and partially assembled kit trailers.

SUMMARY

The Customer Service & Sales Support role provides exceptional service to both retail partners and end consumers. This position provides administrative support related to sales orders, warranty claims, processing invoices and maintaining CRM data. In addition, this position will resolve product inquiries, offer technical support on trailer components, respond to online reviews, and assist walk-in customers.

The ideal candidate is a proactive, customer-focused professional with strong communication, organization, and problem-solving skills who thrives in a fast-paced environment while upholding policies and quality standards.

RESPONSIBILITIES

Sales Administrative Support:

• Process sales orders and warranty claims across a range of online platforms, promptly escalating any related issues as necessary;
• Process and manage Return Goods Authorization (RGAs), reviewing request, coordinating returns or replacements, and accurately issuing credits;
• Proactively manage back orders, updating consumers on new ship dates;
• Authorize warranty labour repairs following established guidelines;
• Ensure accuracy and consistency of product information across retail platforms and notify the e-Commerce Specialist of any discrepancies;
• Assist with online product listings and related documentation, including descriptions, images, marketing copy and support the sales team in preparing and submitting new product forms.

Customer Service:

• Develop understanding of the retailer's product availability, benefits, and price structure;
• Provide advice and information about products to consumers seeking to buy accessories;
• Respond to Bazaar Voice, Google, and Facebook inquiries and reviews in a timely and professional manner to promote a positive brand image;
• Handle inbound calls, emails, and customer service inquiries;
• Resolve technical issues for retailers and consumers by asking probing questions, troubleshooting and analyzing problems to identify the root cause and offer relevant solutions;
• Report quality issues, emerging trends to identify continuous improvement opportunities and proactive preventative measures;
• Enter detailed records of each customer interaction, including resolutions in the CRM database;
• Assist end-user visiting Westbrook with orders, service, or purchases, including handling payment efficiently.

QUALIFICATIONS

• Minimum 2 years' experience in a customer service or call center environment;
• High School diploma/GED required (College degree preferred);
• Prior experience using CRM systems;
• Bilingual verbal and written skills an asset.

SKILLS & COMPETENCIES

• Exceptional customer focus to promptly and sensitively address customer concerns, employing negotiation and influence skills to reach a mutually acceptable outcome;
• Strong problem solving and analytical skills;
• Mechanical/electrical aptitude for troubleshooting issues;
• Excellent verbal and written communication skills;
• Strong organization and time management skills with the ability to multi-task effectively;
• Autonomous and willing to take initiative;
• Excellent attention to detail;
• Intermediate proficiency in MS Office (Word, Excel, Outlook).

We thank all applicants for their interest, however only those selected for an interview will be contacted.

Westbrook Greenhouses Ltd. is an equal opportunity employer. We value workplace diversity and inclusion. Our hiring decisions are made on the basis of candidate qualifications, merit and business need. We are committed to providing accessible employment practices in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process by contacting Human Resources.