B2B Customer Service Representative

Pacific Smoke International Inc•Markham, ON

4h•CA$42,000 - CA$45,000•Onsite

About The Position

PSI is seeking a B2B Customer Service Representative to join their scaling organization. The company's mission is to help people quit smoking by providing safer alternatives to traditional cigarettes. PSI is the leading distributor of electronic vaporizers and award-winning vaping products in Canada. This role is based at their Markham headquarters and offers an exciting career in a booming industry.

Requirements

Outgoing, detail oriented, and motivated
Provide excellent service and respond efficiently to customers inquiries via email and inbound/outbound calls
Analyze the problem, resolve, and record the root cause through our ERP system for future improvements
Help customers with their product inquiries, warranty claims, and process orders, replacements and returns
Strong communication skills (written and verbal)
Customer Focused: able to meet and exceed the needs of customers by delivering high-quality service. Able to establish and maintain an effective relationship with customers and gain their trust and respect
Proactive problem solving and situational analysis
Goal oriented with good time management and organizational skills
Basic computer skills (Microsoft Excel and Word)
Ability to multi-task, prioritize, and manage time effectively

Nice To Haves

1-2 years of work experience in a customer-oriented role is an asset
Bilingualism (English and French) is an asset
Post-Secondary education is an asset
Experience working in an industrial environment/distribution firms using an ERP System is an asset
Outgoing personality, detail-oriented and strong judgment, tact, and diplomacy to handle difficult or challenging clients over the phone
Thrive in a fast-paced start-up environment. Naturally curious; you love learning and improving yourself

Responsibilities

Provide exceptional inbound/outbound customer service via email and over the phone in a professional, efficient and courteous manner
Ensure positive client experiences by answering any customer inquiries in a timely and efficient manner
Effectively manage and create multiple accounts and provides customer support via email and telephone
Resolve client's concerns and identify root causes of issues/dissatisfaction for future improvements
Processes orders, returns, credits, purchase, and issue invoice orders into the company ERP system
Keep records of customer interactions, and make adjustments to customers’ account; build sustainable relationships of trust through open and interactive communication
Collaborate with various departments and external vendors to ensure customer satisfaction and maximize productivity
Process and file warranty claims, including a validation process to evaluate warranty claims and process into company ERP system
Other responsibilities assigned by Manager