Customer Service Representative

CMP Group Ltd. • Vaughan, ON

20d • CA$45,000 - CA$50,000 • Hybrid

About The Position

We are seeking a Customer Service Representative to join the team in our Vaughan, ON location. The Customer Service Representative will provide an exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Requirements

• 1-3 years of Customer Service experience in a manufacturing environment, preferable in the marine industry.
• 1-3 years of experience in in E-Commerce portals, order processing, invoices, cancellations and changes
• 1-3 years of experience in preparing credit authorizations and Return Goods Authorizations (RGA)
• 1-3 years of experience in troubleshooting and investigating customer complaints, managing database records, and drafting status reports on customer service issues
• 1-3 years of order entry experience (Infor Visual is an asset)
• BSc degree in Business Administration or relevant field or equivalent work experience.
• Knowledge of CRM systems and proficient at Microsoft Office/Software.
• Excellent phone etiquette, verbal, written and interpersonal skills.
• Customer Service training programs would be an asset.

Nice To Haves

• Preferable in the marine industry.
• Infor Visual is an asset
• Customer Service training programs would be an asset.

Responsibilities

• Communicating with customers through various channels and responding to email orders and confirmations within 24 hours.
• Provide backup for the E-Commerce portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily.
• Prepare Credit authorizations and Return Goods Authorizations (RGA) in timely manner.
• Troubleshoot and investigate customer complaints, managing database records, and drafting status reports on customer service issues.
• Thorough knowledge of CMP products to provide product pricing and stock inquiries.
• Provide warranty, product recall and replacement information quickly to the satisfaction of the customer.
• Daily review of new and open tickets in the CRM.
• Review prepayment orders to ensure orders are paid promptly prior to release.
• Partner with the sales team ensuring high levels of customer satisfaction.
• Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience.
• Work with the production teams to ensure backorders are communicated to the customer.
• Assist Account Receivable with short payments on customer orders.
• Build sustainable relationships of trust through open and interactive communication with internal customers.
• Provide Certificate of Insurance and Certificates of Origin to customers as needed.
• Oversee daily the Customer Ship to Validation process.
• Filing as required.
• Answer reception calls.
• Promote safe work practices as outlined within your local Provincial (Canada) or State (USA) regulations.
• Follow company and departmental policy and procedures.
• Participate in 1-1 meetings with Vice President, Sales – Distribution, OEM & Contract Manufacturing or Team Lead
• Prepare annual goals and objectives.
• Participate in team meetings as required or requested.
• Participate in job-related continuing education courses.
• Contribute to the team spirit of cooperativeness.

Benefits

• Salary - $45,000 to $50,000 per year based on experience
• Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
• Performance, Education & Referral Programs
• Quarterly town halls, summer BBQ’s, quarterly pizza lunch and Winter Holiday Party
• And much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level