Customer Service Coordinator

An exciting opportunity exists in Kingston for a Customer Service Coordinator with Eikon Device Inc.

Driven by popular lifestyle culture, Eikon Device Inc. has been developing and supplying many of the worlds premier tattoo artists with the highest quality of tattoo equipment and supplies for 29 years. As one of the largest providers of tattoo equipment and supplies globally, we have established our reputation internationally as the leader in quality and innovation.

General description

Under the direction of the Customer Experience Manager, the Customer Service Coordinator (CSC) supports Eikon’s Customer Service team (CST) by prioritizing, organizing and coordinating day to day activities ensuring department tasks are completed in accordance with policies and procedures and action items are followed up and resolved in a timely fashion; reviews customer accounts and defines opportunities for sales enhancement that compliments Eikon’s sales strategy and communicates findings with Manager for further action; the CSC is integral in maintaining and growing customer accounts by building a rapport with artists and studios, providing excellent service and a keen understanding of customer needs.

Customer Relations:

- Customer Service Excellence: Provide exceptional support to the Customer Service Team, ensuring quick resolution of issues and maintaining high customer satisfaction

- Account Approval and Oversight: Guide and direct the approval process of new customer accounts

- Refund Management: Approve customer refunds in a timely fashion ensuring customer retention and satisfaction, while keeping financial prudence in mind.

- Work with the Manager on building and maintaining Eikon’s distribution accounts

- Take a proactive role in the growth of customer accounts by identifying opportunities for additional supply sales within existing accounts.

- Assist Manager with Accounts Receivable/cash collection process

Coordination:

- Ensure effective Customer Service is maintained by scheduling resources in an appropriate manner to respond to customer needs and call volumes; ensure phone coverage

- Ensure complete, prompt and accurate data entry and processing of all transactions, by the CST, by overseeing the data entry for all orders received by phone, fax or email

- Assist with education and training of CSRs not just on service excellence but also on recognizing and acting upon sales opportunities within customer interactions.

- Continuously evaluate and improve Customer Service processes with an eye towards enhancing account growth and customer retention.

- Work with the CST on special projects in a timely manner

Administration & Reporting:

- Compile reports and provide feedback to Manager on customer sales trends and issues that may impact sales growth.

Education:

- Completion of high school or the equivalent

Experience:

- +3 yrs Customer Service [1]experience in a team/office environment, ideally in an e-commerce setting.

Competencies/Knowledge/Skills:

- Excellent communication (verbal and written) and critical thinking skills to ensure high-quality customer interactions.

- Excellent interpersonal skills – proven ability to communicate clearly and empathetically with customers in addressing their needs and concerns with a focus on building and maintaining long lasting customer relationships, diplomacy and tact considered an asset.

- Skilled in managing and resolving customer disputes and issues, ensuring positive outcomes.

- Ability to combine Customer Service excellence with sales opportunities.

- Strong time management and organizational skills

- Demonstrated proficiency in the use of personal computers (MS Office); familiarity with Google Drive and its functions (Docs, Sheets, etc.)

- Preference for candidates proficient in French

JOB REQUIREMENTS:

Travel: Some travel may be required to attend conventions[2]

Hours: Hours of work are from 8:30 am to 5:00 pm.

Working Conditions/Physical Requirements:

● Ability to sit for extended periods of time for up to eight hours a day

Coordinator:

● This is a non-supervisory position performing defined duties and tasks as dictated by standard practice with minimal supervision

● Analyzes and solves routine and non-routine problems and refers atypical problems to Manager

● Works from policies, plans, and objectives. Independently analyzes, evaluates, and solves problems that arise in the course of work, and when necessary escalates specific matters to the manager when advice, interpretation, or clarification is warranted.

Job Type: Full-time

Salary: $42,000.00-$46,000.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Work Location: In person