POSITION SUMMARY

The individual in this role provides exceptional customer support by promptly and effectively responding to telephone or written inquiries from customers. This position also actively supports sales activities by providing valuable assistance and information to the sales team. The Customer Service Representative is responsible for delivering a high level of service, ensuring customer satisfaction, and resolving customer inquiries with professionalism and efficiency. By maintaining strong communication skills and product knowledge, the Customer Service Representative contributes to a positive customer experience and supports the overall success of sales initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•  Receives incoming calls, processes orders, and provides comprehensive information on product availability, pricing, and delivery to customers.
•  Cross-trains and assists in various functional areas including purchasing, purchase orders, expediting, rescheduling, order confirmation, and Proforma processing.
•  Interfaces with internal departments to resolve pricing, credit, inventory, shipping, quality, and technical issues.
•  Monitors inventory levels for selected accounts to identify potential unexpected depletion and promptly notifies the sales team.
•  Supports the Business Development Group by executing assigned tasks, including customer follow-up, according to established procedures.
•  Demonstrates an extensive understanding of company products and services to effectively address customer inquiries and provide guidance.
•  Advises customers on product applicability and interchangeable options, utilizing catalogs and computerized information systems.
•  Qualifies new prospective accounts and communicates relevant details to the Customer Service Supervisor or Manager.
•  Possesses a basic understanding of major accounts within the team, offering insights and feedback to the Customer Service Supervisor or Manager.
•  Initiates outgoing calls with the purpose of nurturing relationships, increasing sales to existing customers, and capitalizing on business opportunities.
•  Performs general clerical duties such as data input, record filing and retrieval, photocopying, etc.
•  Organizes and maintains current documents to ensure easy accessibility for Account Managers and the team.
•  Maintains up-to-date knowledge of the product line, parts, features, and benefits offered by the company.
•  Resolves customer inquiries and concerns in a timely manner, striving for positive resolutions.
•  Processes orders received through the E-store and Electronic Data Interface (EDI) systems.
•  Supports the website's chat function to provide assistance and support to online customers.
•  Undertakes additional responsibilities and tasks as directed by management.

QUALIFICATIONS (Education, Experience, & Skills required)

•  High School Diploma or an equivalent qualification; or an equivalent combination of education and experience.
•  2 years’ experience in a call center customer service environment
•  Proficient in Microsoft Office Suite: Infor LN (BAAN) experience a plus
•  Demonstrates strong problem-solving abilities.
•  Capable of following instructions and responding to management direction.
•  Detail-oriented and able to handle multiple tasks simultaneously.
•  Exhibits experience working collaboratively in a team environment.
•  Possesses strong verbal and written communication skills
•  Bilingual: French