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Customer Service Representative

2 months ago

Toronto, Canada Global Furniture Group Full time

The Customer Service Representative is accountable for ensuring an exceptional experience with our customers through our dealer network, sales representative. They must ensure customer receive efficient and courteous service at all times. The customer focus will be with US Dealers. This incumbent is responsible for receiving and answering, within established guidelines, all customer questions and complaints. The Customer Service Representative is responsible for acting as a liaison between customer and the various internal departments. In addition, the incumbent is accountable for maintaining appropriate records. They must also use their voice to further promote our products and services.


Responsibilities:


  • Implementation of the Customer Service Process and Procedures.
  • Responsible for effectively resolving customer and manufacturing identified issues utilising effective problem-solving techniques, through direct interaction with both internal and external customers.
  • Responsible for professionally addressing customer requests for adjustments on orders and providing appropriate feedback on any issues that may arise from such changes, such as storage charges, delays in manufacturing, additional shipping costs and restocking charges.
  • Respond to internal and external customer needs in a knowledgeable, professional and timely manner via telephone or email.
  • Demonstrate a solid knowledge our of products, price guides, installation manuals and order flow.
  • Circulate and scan current controlled documents and maintenance of logs.
  • Contact dealer representatives for any missing Information on orders and process accordingly.
  • Review order acknowledgements for the Customer Service Representative - US and report any discrepancies within 48 hours.
  • Print, file and scan any correspondence with reference to all orders. Process and distribute specials and change orders.
  • Assist teammates as needed.
  • Back up other teammates due to leave.
  • Organize their work area to ensure continuous workflow.
  • Adhering to company policies and procedures.


Requirements:


  • Post secondary education with a minimum 3-year Customer Service experience.
  • Excellent interpersonal skills.
  • Excellent verbal and written skills.
  • Strong organizational skills.
  • Must be detailed oriented with ability to multitask.
  • Must be able to work in a fast paced, deadline-oriented environment.
  • Must be able to work independently and within a team environment.
  • Strong computer skills, including Microsoft Work, Excel, Google, and AS400.
  • Knowledge of office furniture manufacturing industry an asset.


This role requires a range of duties, including but not limited to this job description.


If you are a proactive, well organized, and enthusiastic individual looking to grow with a dynamic team, we encourage you to apply for this exciting opportunity at Global Furniture Group


We thank all candidates for their interest, however, only those selected for an interview will be contacted. Valuing diversity, equity and inclusion in the workplace and supporting the principles of Canada's Employment Equity Act. Global Furniture Group values employment equity and is an equal opportunity employer. We will accommodate the needs of applicants with disabilities during the recruitment process. Those requiring accommodation should advise Human Resources and Global will provide suitable accommodation in a manner that considers the applicant’s accessibility needs due to disability. Global Furniture Group offers a competitive salary, benefits package and opportunities for professional growth and development. If you are ready to join a team that is committed to delivering the best products and services to our customers, please apply now.