Customer Experience Specialist

3 days ago

Laval, Quebec, Canada Protective Industrial Products Full time $40,000 - $80,000 per year

JOB TITLE

Customer Experience Specialist

DEPARTMENT

Customer Experience

LOCATION

Laval, QC Canada

COMPANY SUMMARY

PIP Global Safety (PIP), a leader in global safety, is a global supplier and manufacturer of PPE products.  We are proud to work with our distributor network across the world to provide safety professional with the right PPE products and solutions.  With nearly forty years of experience in PPE and a dedicated team of professionals, you can count on us to be there for you. ​

JOB SUMMARY

The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for order entry and managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.

The Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.

Work schedule for this position is from 11am to 8pm (EST) to ensure coverage for our West Coast customers.

RESPONSIBILITIES

  • Manage calls from custom​ers, salespeople and end users
  • Respond to emails on customer inquiries, product information, order statuses and end user questions
  • Accurately enter and process customer orders in the ERP system in a timely manner
  • Generate quotes for customers
  • Develop and maintain a knowledge base on evolving product offerings
  • Provide excellent quality customer service by building relationships with existing and business customers
  • Proactively resolve customer issues

REQUIRED SKILLS FOR SUCCESS

  • Excellent communication and interpersonal skills
  • Strong operational skills as well as an ability to manage multiple tasks simultaneously while meeting tight deadlines
  • Demonstrate a strong commitment to customer service
  • Be attentive to customer requests
  • Ability to effectively handle stressful situations
  • Minimum of 5 years customer service experience
  • Competency and knowledge of Microsoft Office software (Word, Excel, PowerPoint, Outlook)
  • Experience in working with an ERP system to manage and update relevant business data accurately
  • Experience with working in a fast paced environment, with time management skills and high level of organization.

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