PURPOSE OF JOB:

To support customers via phone, fax, internet, and e-mail. To process orders and respond to customer inquiries regarding orders, backorders, incorrect shipments, price and delivery, and other requests with a sense of urgency. Ensure that all inquiries are thoroughly resolved, eliminating the need for any additional follow up by the customer. To use the guidance provided by the team environment and to contribute to, and support, that environment.

ESSENTIAL REPONSIBILITIES:

* Enter required information into a PC-based program to process orders.

* Provide customer with excellent service as outlined in the Quality Expectations document in the CSR training manual.

* Eliminate backorder situations (offer different size or substitute item, etc.)

* Specify and⁄or accommodate special order or customer requirements.

* Resolve discrepancies regarding order information (quantity, size, product, shipping and billing information,etc.)

* Provide customer with all information necessary (delivery times, reference number, prices, etc.)

* Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and correct grammar in written correspondence to customers.

* To perform all tasks listed above efficiently and to be available to serve customers during scheduled online time.

* Identify and define problems, research and analyze data, provide accurate detailed information, resolve conflicts and service issues with customers. Decide if call must be transferred to another department (such as Technical Service) and transfer only when CS cannot help the customer. Take ownership of the concern and provide one-stop shopping as much as possible.

* Provide customer with excellent service as outlined in the Quality Expectations document in the CSR training manual.

* Consistently make sound judgment decisions, maximizing customer satisfaction without compromising the company’s integrity.

* Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and correct grammar in written correspondence to customers.

* Accurately document and record all information where required (footnotes on orders, properly write up RMA’s, etc.)

* To perform all tasks listed above efficiently and to be available to serve customers during scheduled online time.

* Provide customer with excellent service as outlined in the Quality Expectations document in the CSR training manual.

* Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and correct grammar in written correspondence to customers.

* Provide accurate and detailed information.

* Create web profiles from Pivot Leads and enable email self-registrations.

* Test newly created customer profiles on the website.

* Use follow-up e-mails to ensure customers are satisfied with their new profiles.

* Resolve customers difficulties associated with creating online profiles.

* Update passwords on locked web profiles.

* Resolve customer difficulties related to MSDS and CofA retrievals.

* Communicate with the Webhelp desk for any unresolvable issues.

* Sort through all leads

* Creation of the web profiles and update of the disposition code information.

* Provide accurate and detailed information.

* Complete project within determined time period.

* Complete project in an accurate and efficient manner.

SKILLS:

* MUST be proficent in English and French; both written and verbal *

* 2 years customer service experience

* Excellent communication and interpersonal skills

* Strong organization and prioritization skills

* Strong computer skills

* Experience with SAP or other ERP system

* Team player

* Ability to work in a fast paced environment

* Customer focused and detailed oriented

EDUCATION:

* Post Secondary or Equivalent, preferable in Science.

KNOWLEDGE:

* Customer Service skills

* Organizational skills

* Time Management skills

* Multi-tasking skills

* MS Office

* E-mail

* Internet