Technical Customer Service Representative

Tenaquip Limitee•Baie-D'Urfé, QC

2d•Hybrid

About The Position

The Technical Customer Service Representative provides knowledgeable support to customers by answering product-specific questions, recommending appropriate industrial solutions, and ensuring that orders are processed accurately and on time.

Requirements

High school diploma or equivalent.
Minimum 3-5 years of customer service experience or equivalent.
Tailors communication style and content to suit different audiences and contexts. Facilitates two-way communication by encouraging feedback and adjusting messaging accordingly. Conveys complex information in a clear, concise manner.
Understands key product features, applications, and benefits, and can explain them clearly to others.
Breaks down complex issues, evaluates possible options, and selects effective solutions. Applies critical thinking to overcome obstacles.
Manages time and tasks effectively with guidance. Keeps work area and materials orderly. Meets deadlines for routine activities.
Uses basic functions in Word, Excel, PowerPoint, Outlook, and Teams.
Navigates ERP system to complete basic tasks (e.g., order entry, lookups).
Logs activities and updates records regularly with support in CRM systems.
Works cooperatively with team members and willingly assists others when needed. Shares information and communicates respectfully to support group efforts. Participates in team activities and follows group norms.
Maintains a positive attitude during routine challenges and recovers from setbacks with support.
Completes tasks with care and checks work for accuracy. Follows instructions and established procedures to avoid errors. Notifies others when discrepancies or issues arise.
Takes responsibility for assigned tasks and follows through on commitments. Acknowledges mistakes and seeks guidance when needed. Meets deadlines under supervision and adheres to established procedures.
Understands the importance of customer satisfaction and provides courteous service. Responds to customer requests in a timely and professional manner.
Fluently communicates in both French and English across a range of routine and professional tasks; consistently understands and responds to instructions, inquiries, and conversations with ease.

Nice To Haves

Post-secondary education in a related field (asset).

Responsibilities

Respond to customer inquiries related to industrial product specifications, applications, and usage.
Recommend suitable products and solutions based on customer needs and site requirements.
Process incoming quotes and orders accurately, track order status, and communicate updates clearly to customers.
Coordinate with sales teams, sales specialists, and customer service representatives for product-specific questions.
Maintain accurate customer records, quotes, and communications in systems.
Process daily reports for order status and follow up accordingly.
Provide clear and timely updates on product availability, lead times, and delivery schedules.
Coordinate onsite visits with clients and sales specialists.
Deliver training to customer service representatives on effectively asking targeted product-related questions to better understand customer needs.
Support business development by identifying additional product opportunities and cross-selling when appropriate.
Proactively identify customer needs and recommend relevant products or upgrades to maximize sales opportunities and enhance customer satisfaction.
Additional responsibilities may be assigned as needed to support evolving team, departmental, or organizational goals.
Adhere to all health and safety policies, actively maintain a safe work environment, and promptly report any hazards, incidents, or unsafe conditions to a supervisor.