Customer Service Representative

SECCAN is a leading supplier of hardware specialty products, serving the commercial, institutional, industrial and multi-family residential construction building industry since 1970. We are committed to the same values and traditions that have served our customers for the past 50 years.

We have an immediate opening for a Customer Service Representative to provide superior service to new and existing customers. If you are a motivated self-starter who is organized, detail oriented and thrives on challenge, then this may be the opportunity you have been looking for.

MAIN TASKS & RESPONSIBILITIES

The main responsibility of a CSR is to provide exceptional Customer Service, promptly addressing inquiries and concerns, maximizing opportunities for upselling and cross-selling, and ensuring overall customer satisfaction.

Customer Care

· Provide outstanding customer care and support to all Customers.

· Answer Customer Care telephone calls and emails & provide a seamless Customer experience.

· Provide exemplary service for walk-in Customers.

· Communicate product benefits and pricing to potential customers to generate sales.

· Collaborate with sales team and marketing on different programs and for potential closure strategies.

· Gather feedback on customers about our service and support and relay the information to the appropriate team.

· Maintain and update the records of customers interactions and sales activities.

Market and Product Knowledge

· Stay up to date on the industry trends, markets, and competitors.

· Expand knowledge by participating in training sessions and vendors programs.

Administrative Tasks

· Accurately enter and process customer orders into the system

· Verify order details, pricing, and product availability.

· Perform administrative tasks as requested.

· Generate and process invoices accurately.

· Manage online orders, process payments, and confirm order status.

· Handle Return Goods Authorizations (RGAs) by reviewing and approving return requests.

· Process credits and refunds in accordance with company policies and procedures.

· Collaborate with the finance team when required.

Special Projects and Cross-Departmental Support

· Collaborate with cross-functional teams on special projects and initiatives aimed at improving customer experiences, operational efficiency, and revenue growth.

· Provide expertise and resources to support different departments, fostering a culture of teamwork and shared goals.

· Participate in ad-hoc assignments and projects as directed by senior management to address evolving business needs and challenges.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Secondary School (required)

Experience:

• hardware industry: 5 years (required)
• Customer service: 5 years (required)

Work Location: In person