Customer Service Representative (Prime Design)

Safe Fleet•Montreal, QC

12d•Hybrid

About The Position

Ranger Design is seeking a dynamic and customer-focused Customer Service Representative to join their team, supporting Prime Design, a leading provider of ladder racks and upfitting solutions. This role involves being the first point of contact for customers, providing timely and effective support via phone and email, addressing inquiries, resolving issues, and ensuring a positive customer experience. The position requires strong communication skills, a professional attitude, collaborative abilities, and strong multitasking skills. The role will initially focus on supporting Prime Design operations with planned progression to develop expertise across both Ranger Design and Prime Design brands.

Requirements

Minimum of 3 years of experience in a similar role.
Bilingual proficiency in both oral and written French and English is required.
Experience working with Salesforce (CRM) and Syteline (ERP) systems.
Strong technical aptitude, including the ability to interpret technical drawings and vehicle specifications.
Excellent analytical, quantitative reasoning, problem-solving, creativity, and strategic skills.
Strong interpersonal and communication skills.
Proficiency in Microsoft Word, Outlook, Excel, and PowerPoint.
Comfortable working in a high-volume environment.
Demonstrated ability to prioritize tasks and manage time efficiently.
Effective collaboration and teamwork with other departments is essential.
Professional and tactful demeanor.
Candidates must be legally entitled to work in Canada.
Candidates must hold a valid passport for entry into the United States and will be required to show proof as such.
Ranger Design does not sponsor work permit applications.

Nice To Haves

Occasional travel to Minnesota will be required during the onboarding phase for training purposes, followed by periodic visits as needed to support ongoing collaboration, training, and business objectives.

Responsibilities

Handling incoming and outgoing customer service inbound calls and emails, while delivering timely and accurate support to ensure excellent customer satisfaction.
Resolving customer product and service issues by identifying root causes, determining and communicating appropriate solutions, coordinating corrective actions, and ensuring timely resolution.
Initiating, processing, and following up on Return Material Authorizations (RMAs) to ensure efficient and accurate resolution.
Processing estimates, orders, order verification, applications and requests. Includes reviewing, entering and validating customer orders, replying with order verifications, and processing credit card orders.
Demonstrating strong technical skills with the ability to interpret product specifications, vehicle configurations, and technical drawings to accurately support customer inquiries, quote preparation, and order processing.
Attracting potential customers by answering product and service inquiries, suggesting information about other products and services including other Work Truck Group brands.
Managing customer complaints and issues by maintaining accurate database records ensuring timely follow-ups.
Handling incoming leads, conducting outbound calls to address their questions, and converting them into potential business opportunities.
Identifying opportunities for process and service improvements to enhance customer experience and operational efficiency.
Maintain a high level of professionalism while fostering positive rapport with each customer.
Other duties as assigned.