Senior Customer Service Representative

We are in search of an energetic and achievement-driven individual who will prioritize meeting our customers' needs to ensure each client feels appreciated. In this role, you'll oversee customer order inquiries from our distribution centers alongside a team of proficient bilingual Specialists. Here's what your typical day will entail:

• Handling customer purchase orders via phone, email, fax, and online platforms for both Canadian and American markets;
• Analyzing customer orders and accounts to propose optimal solutions that save time and money;
• Managing inventory transactions and logistical requests using various software systems;
• Addressing inquiries from customers and our sales team regarding product availability, offering alternatives and solutions as per their requirement;
• Following up with customers on overdue orders awaiting pickup;
• Collaborating with the sales and marketing team to schedule product pickups and delivery dates for our customers.

A day in the life

As a Customer Order Coordinator, your day starts making yourself available for incoming calls. Typically, phone calls from our dealer network represent up to 20% of a typical work day. The remaining inquiries are tickets that are submitted via email to our team to be handled on a first in first out base. The more you move into your day, the more you collaborate with your internal partners: Transport, Distribution, Production and Sales (just to name a few). This helps grow your knowledge of our internal processes, products and ultimately helps set up future career growth in the company. Downtime during the day is used to grab a coffee but more importantly to use our knowledge of ERPs and Microsoft Suite to improve our internal and external processes!

Requirements

• Strong customer service skills with a passion for service and ownership of every customer interaction;
• Excellent problem-solving skills, a positive attitude, and attention to detail;
• Ability to multitask, coordinate, prioritize, and follow up within given deadlines;
• Proficiency in Microsoft Office Excel and Word;
• Self-motivation, initiative, and a quick learning ability;
• Knowledge of inventory transaction and logistics systems and software (e.g., Microsoft Dynamics AX) will be considered an asset.