Sales Support Coordinator

AURORA FURNITURE MANUFACTURING LTD•Calgary, AB

1d•CA$20 - CA$23•Onsite

About The Position

We are seeking a highly motivated and experienced Customer Service Representative to join our team. This individual will lead our customer service team, ensuring outstanding support to our customers and sales team. The ideal candidate has 2-3 years of experience in customer service within the wholesale or trading industry and is adept at problem-solving, process improvement, and fostering strong customer relationships.

Requirements

2-3 years of experience in customer service, preferably in the wholesale or trading industry.
High school diploma required
Strong verbal and written communication skills in English
Proficiency in CRM tools (e.g., HubSpot) and Google Suite (including Google Sheets).
Exceptional problem-solving and conflict-resolution skills.
Strong organizational abilities with the capacity to multitask in a fast-paced environment.
Ability to work independently but escalate effectively when required.

Nice To Haves

a bachelor’s degree in business, communications, or a related field is a plus.
additional language proficiency is an asset.
Experience in handling claims and complaints is highly preferred.
Proven ability to develop and implement customer service strategies that enhance the customer experience.

Responsibilities

Develop and implement best practices for delivering outstanding customer support.
Ensure prompt and professional responses to customer inquiries via phone, email, HubSpot, and Google Sheets.
Build and maintain strong, long-term relationships with key customers and business partners.
Address customer concerns with professionalism and urgency, ensuring high levels of satisfaction.
Monitor customer interactions to identify trends and opportunities for improvement.
Oversee the order management process, ensuring timely and accurate processing of customer orders.
Provide regular updates to customers on order status, shipping, and any potential delays.
Collaborate with logistics and production teams to ensure seamless order fulfillment.
Regularly review dealer websites and social media platforms to ensure company product information, specifications, and images are accurate.
Flag and follow up on outdated or incorrect content with dealers.
Provide updated product details and marketing assets when needed to maintain brand consistency.
Analyze customer service processes and recommend improvements for efficiency and effectiveness.
Generate and review reports to track customer service metrics, identifying areas for improvement.
Ensure accurate data entry and maintenance of customer records in the CRM system.
Maintain an in-depth understanding of the company’s products and services.
Train team members on product features, updates, and policies to enhance customer support.
Identify opportunities for upselling and cross-selling to maximize customer value.
Work closely with internal departments, including sales, production, and logistics, to align customer service efforts.
Train new customer service representatives, ensuring they understand company policies, procedures, and expectations.
Conduct regular team meetings to discuss updates, challenges, and process improvements.
Maintain a positive and professional demeanor in all customer interactions.
Handle escalated customer issues with patience, empathy, and tact.
Foster a team culture focused on proactive problem-solving and excellent service.