CSR (Customer Service Representative)

AAG is a leading global manufacturer of CNC Router Machines and Knife Systems. With over 350,000 standard machine configurations and over 30 decades of experience, AAG specializes in matching machinery to customers' unique needs and budgets. Designed and built at our state-of-the-art factory in Waterdown, Ontario, and Tallmadge, Ohio, our Computer Numeric Control (CNC) machines are supplied and supported through a global network of sales and support offices and authorized dealers.

AAG is an equal opportunity employer, committed to profitable growth and responsible management for the benefit of our customers, suppliers, shareholders, and employees. Our teams are engaged and innovative and driving change throughout our Company from our production facilities to our clients, in our meeting rooms, and our communities. A diverse and inclusive work environment as we believe an inclusive company culture inspires people to stay curious, engaged, and challenged.

Overview

We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. The ideal candidate will serve a key role in our relationship with our customers by acting as the first point of contact for all Parts and Service sales and informational needs. This role requires strong communication skills, a customer-focused mindset, and the ability to analyze situations to provide effective solutions.

Responsibilities

• Provides key Customer Service North America Phone Support.
• Professionally answers customer inquiries via phone and email.
• Provides quotes to customers.
• Acknowledges and processes incoming orders.
• Knowledgeably upsells customers with new offers and opportunities.
• Provides customers part identification technical support.
• Supports various business initiatives.
• Follows up with back orders and updates customers regarding status.
• Works with customers and members of the service and logistics teams to address and complete returns.
• Updates customer information in the Customer Relationship Management system.
• Processes customer credit cards.
• Maintains ERP accuracy on a daily basis.
• Collaborates with team members to improve customer service excellence.
• Participate in initiatives to grow the Parts and Service businesses.

Requirements

• 1-2+ years of experience in inventory management, purchasing, and/or customer service role.
• Experience with ERP systems required (Epicor experience is a plus).
• Experience using Customer Relationship Management (CRM) systems considered an asset.
• Experience in order processing for parts and service considered an asset.
• Experience in sales or upselling a plus.
• Strong communication skills, both written and verbal are required.
• Ability to analyze information and provide clear solutions.
• Proficiency in data entry with attention to detail.
• MS Office proficiency required.
• Fluency in French is strongly preferred; Spanish is helpful but not required.

AXYZ International Inc. is an equal opportunity employer. We are committed to creating an inclusive workplace.

We are also committed to providing reasonable accommodations to individuals with disabilities throughout the recruitment and interview process. If you require any accommodation, please let us know, and we will work with you to meet your needs.

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Tuition reimbursement
• Wellness program

Application question(s):

• What ERP systems do you have experience with?
• Do you have a background in inventory or purchasing?
• Have you worked with CRM software previously?

Education:

• Secondary School (preferred)

Experience:

• Customer Service in a Manufacturing environment do you have?: 2 years (required)

Work Location: In person