The Customer Service Representative is a key member of the Canadian Customer Service team. This position is responsible for providing effective order processing, sales service, customer satisfaction and support, including information feedback to external and internal customers. The CSR will track and report key performance measurements to the organization in order to achieve maximum results and will positively influence all working processes, support key processes across functional lines such as production and supply chain to deliver the highest performance in terms of efficiency, costs and time.
This position will be responsible for customer service activities for a portfolio however will be working collaboratively with the other CSRs, essentially supporting each other towards a customer-focused organization.
This position will be responsible for customer service activities for a portfolio however will be working collaboratively with the other CSRs, essentially supporting each other towards a customer-focused organization.
Main tasks:
- Handle customer inquiries, new leads and provide customer/sales product support.
- Active Sales Support: Contact partner for the Sales Teams and support their requests. Provide information, proposals, feedback to reach the Sales targets.
- Support Global initiatives.
- Accountable for accurate order-processing for all customers. Support Sales team by calculating and issuing complex price offers and agreements; use of CRM and other systems; accurate data stewardship.
- Promotes products and services to customers and responds to basic technical questions
- Maintains CRM database and develops on-going positive relationships with customers.
- Responsible for adjustments and matching of all relevant information between customer service and external sales, to reach on-time-deliveries of products.
- Support the sales team and global operations with reporting as defined by the business.
- Active participant in monthly Advanced Insulation Canada business reviews. Ensure relevant information is communicated effectively.
- Support all processes within customer service and the company to execute all processes in an easy, fast and customer-oriented manner. Assure that all relevant information for needed evaluations and assessments provided to the direct manager to guarantee essential information-flow within the total organization.
- Attend and support meetings with other departments within the organization such as plant operations and supply chain. logistics and global customer service teams.
- Participate occasionally in external meetings (at customer-site or exhibitions) in accordance with the direct manager and the business needs.
- Act as a liaison between company and third-party manufacturing companies.
- Resolves customer complaints, provides appropriate solutions and suggests alternatives within timeline of projects. Escalates to management at appropriate times.
- Follows communication procedures, guidelines and policies
- Participates and provides recommendations for process improvements at a local level or global level.
- Provides backup support for two divisions as required.
- Utilize tools such as Dodge, MERX, CMD etc. to identify, pre-qualify projects Nationally for Advanced Insulation Canada to be entered into Salesforce.com and assigned to the appropriate owner within Salesforce.com.
Professional Experience
- Preferred: Bachelor's Degree/College diploma with 5 years of related experience required or equivalent experience.
Skills/knowledge
- Minimum of 5 years of related work experience in a customer service environment supporting a technical product.
- Possesses professional written and verbal communication skills with excellent telephone etiquette.
- Proficiency in SAP with working knowledge of Microsoft Office applications and CRM platforms.
- Can work independently and multi-task in a faced paced environment.
- Ability prioritize, manage time effectively with strong communication skills
- Solve problems, make informed decisions and coordinate with sales to ensure highest service level
Fuze HR Solutions is committed to building a diverse, accessible, and equitable workforce. Our approach is twofold. Both internal, where we focus on creating a diverse and inclusive environment for our employees, and external, where we source and recruit from the most diverse candidate pools. Our teams are educated on current best practices at attracting, retaining, and working with the most talented and diverse candidates.
As an equal opportunity employer, we are committed to accommodating every candidate and encourage those who identify as a member of a visible minority group, or a person with a disability and requiring specific accommodations, to apply.
For all questions, comments and feedback on our diversity and inclusion programs and policies or to request information relating to accommodation measures, please contact your local Fuze HR Solutions branch.
We look forward to working with you.
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Contract Info / Information sur le contrat
- Job ID / No. du Poste: 46226109
- Open Positions / Postes Ouverts: 1
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