Specialist, Customer Experience

Global Industrial•Richmond Hill, ON

About The Position

Global Industrial has been an industry leader for over 70 years, providing private label and brand name industrial equipment and supplies to businesses throughout North America. We offer over one million industrial, material handling, and business products through our website, corporate sales team, and catalogs. Our customer base includes small to large corporations, institutions, government agencies, and consumers across North America.

Requirements

5+ years previous experience as sales and/or customer service representative.
High school diploma or GED
Experience in a performance-based or metric-driven environment

Responsibilities

Own the entire interaction with customer and provide total resolution for their needs.
Communicate with customers over phone, email and chat, addressing both customer service and inbound concerns.
Investigate and resolve customer inquiries related to their orders or shipments.
Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries.
Provide product information, estimated time of delivery.
Update systems and document all interactions with customers, associates, and partners.
Help customers navigate Company’s website and online ordering.
Be an expert on Global Industrial’s products and solutions helping the customer by creating Quotes and placing Orders as per customers’ requirements.
Provides pricing and availability of our product to customers.
Requests and coordinates discounted prices on orders.
Inputs all sales orders as a result of customer negotiations.
Sells additional product through suggestive selling techniques.
Work with other Global Industrial associates, product managers, and partners to gather information, resolve customer needs, and improve processes.