Customer Service Representative

Summary Description:

Reporting to the Office Manager, the Customer Experience Representative (CSR) will action and complete all sales cycle processes, documents and activities supporting the sales and retail teams. The incumbent will work closely with, and provide Customer Service and administrative support to sales, retail, purchasing, accounting, embellishment and warehouse management teams.

The incumbent will work both independently and as part of a team, where speed and accuracy, attention to detail and a strong focus on Customer Service delivery are of critical importance. This position plays a key role in the overall success and profitability of the company and relies upon other departments and their teams to achieve this; therefore, communication, teamwork, initiative, judgment and problem-solving are core competencies.

Skills Required:

• Exceptional level of accuracy and attention to detail
• Proficient in planning, organization, prioritization and time management
• Proven ability to coordinate and optimize workflow to improve efficiency and achieve operational excellence
• Advanced analytical and problem solving skills to deliver winning solutions
• Strong oral and written communication and interpersonal skills to interact effectively with all internal and external stakeholders
• Demonstrated self-starter; High degree of initiative and self-monitoring
• Strong negotiation skills
• Demonstrated commitment to work as an equal contributor to a team
• Proficient in the use of computer systems and applications: Microsoft Office; Inventory management
• Demonstrated commitment to Customer Service excellence
• Fluent in English (written and verbal); Fluent in French is an asset
• Experience with Oracle Netsuite is an asset

Detailed Description:

• Perform all order processes, create sales documentation and manage the sales cycle operational flow to successful conclusion (Sales and Work Orders; Pick/Pack lists; Invoicing; and Collections)
• Create requests for purchase orders and back orders to fulfill sales and submit to Purchasing Department
• In conjunction with Warehouse and administrative staff, calculate freight charges for outgoing shipments and apply to invoices as per customer terms
• In conjunction with the sales team, ensure full account documentation is maintained, manage and action short and/or overdue payments, and follow up to ensure collection of delinquent accounts
• Receive purchase orders, invoices and customer payments into company systems
• In conjunction with administration staff, receive and process customer payments in a timely manner
• Handle customer complaints, providing appropriate solutions and alternatives within the time limits
• Deliver outstanding service to customers through accurate and timely communications to all stakeholders
• Demonstrate a professional attitude with sincerity and enthusiasm reflecting our commitment to customers to deliver an outstanding service experience
• Build and maintain trusted relationships with customers, suppliers and other stakeholders through on-going communications to achieve deep, mutually beneficial business relationships
• Answer all incoming general calls for Sales Team and action as appropriate
• Perform general office administrative functions including filing and mail handling
• Prepare all required reports and other documentation and submit to head office weekly

Job Type: Full-time

Salary: From $17.00 per hour

Benefits:

• Company events
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Store discount

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Customer service: 3 years (preferred)

Ability to Commute:

• Brantford, ON N3V 1G1 (required)

Ability to Relocate:

• Brantford, ON N3V 1G1: Relocate before starting work (required)

Work Location: In person