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Customer Service Representative

3 months ago

Surrey, Canada Holland Imports Inc. Full time

Company Description

Holland Imports Inc., established in 1973, is a leading independent wholesaler in Surrey, BC, offering quality tools, hardware, seasonal products, and accessories. With a history rooted in fair and honest business practices, Holland Imports is committed to creating value for customers through competitive pricing and excellent customer service. Headquartered in Surrey, BC, Holland Imports employs over 80 staff and carries over 25,000 items across various categories.


Role Description

This is a full-time on-site role for a Customer Service Representative located in Surrey, BC. The Customer Service Representative will be responsible for providing customer support, ensuring customer satisfaction, and delivering exceptional customer service. The role involves engaging with customers, addressing inquiries and concerns, processing orders, and maintaining accurate customer records.


Duties will include (but are not limited to) the following:

  • Greet customers who visit the office and showroom and provide information and materials required to navigate the showroom and place orders
  • Confer with customers by telephone, email or in person in order to provide information about products, confirm stock and availability, quote prices, and confirm sales orders
  • Data entry of sales orders received by telephone, email, fax, EDI and written by sales force
  • Edit and correct orders for prices, description and quantities and reconfirm orders with the customer
  • Manage large volume of incoming calls and emails
  • Maintain regular contact and follow up with existing customers to promote sales and encourage showroom visits
  • Solicit sales of new or additional products to customers
  • Identify and assess customers’ needs
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Meet individual and customer service team sales targets/KPIs
  • Handle customer complaints/claims and provide appropriate solutions and alternatives in a timely manner
  • Assist with showroom set up and maintenance
  • Become a product knowledge expert
  • Ensure customer coffee station is stocked and tidy



Qualifications

  • Minimum of 2 years experience in a similar role
  • Ability to communicate (both verbal and written) in English and French
  • Strong work ethic and integrity to contribute to a positive company culture and foster long-term relationships with customers
  • Solid organizational and time management skills
  • Ability to multitask and adapt to shifting priorities within tight deadlines
  • Strong math skills, including ability to calculate percentages or discounts
  • Attention to detail and ability to maintain accuracy
  • Ability to prospect and market concepts to existing and potential new customers
  • Proficient in Microsoft Office (Word, Excel, Outlook)
  • A positive attitude with the ability to communicate effectively and interact with customers and colleagues in a professional manner
  • A dedicated team player with the ability to work independently
  • Knowledge of tools, hardware, and seasonal products is a plus