Customer Services Representative

Profile Products LLC • St. Catharines, ON

3h • CA$55,000 - CA$65,000 • Onsite

About The Position

The Customer Service Representative is responsible for processing orders, making modifications, and escalating complaints and customer inquiries across several communication channels. You are a key point of contact for our external customers and internal sales team as well as providing key customer information to other functions within the group. The focus of this position is to provide best-in-class service to our customers, satisfying their needs while balancing the goals and objectives set forth by our organization.

Requirements

• Knowledge of customer service principles.
• Strong organizational skills.
• Exceptional time management and comprehension skills.
• Excellent verbal and written communication abilities.
• The ability to remain calm in a fast-paced, high-volume environment.
• Solid computer skills / report and customer documentation.
• Experience with a CRM asset.
• Strong work ethic.
• Ability to read, write, and speak English.

Nice To Haves

• Post Secondary Education preferred - business or operations related.
• Customer Service experience in a manufacturing/industrial setting considered an asset.
• J.D. Edwards experience or MRP knowledge considered an asset.

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Respond promptly to customer inquiries with updated information regarding deliveries or changes in an efficient and professional manner.
• Communicate with customers through various channels advising of both positive and unfortunate news.
• Plan and proactively maintain customers who have order cadence patterns.
• Acknowledge, track, and resolve customer complaints.
• Open accounts for new customers by securing all relevant information.
• Know our products inside and out so that you can assist with customer inquiries.
• Accurately process orders, credits, RMAs, invoices, and all other related processes.
• Keep records of customer interactions, transactions, comments, and complaints.
• Escalate complex customer issues to other department members and/or manager for assistance as needed.
• Provide feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED