Customer Service Representative

• Handles customer and sales interactions via phone, email and tickets within the Customer Care Box
• Log into phone system (Office @ Hand) and use appropriate codes for activities
• Process requests for quotations, order entry and product questions from customers; as needed provides on-demand expediting
• Ensure accurate order entry and timely feedback to customer inquiries
• Drives profit margin and the customer success
• Brings in internal and external partners and leverages their expertise; as well as the tools and resources needed
• Active and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service training
• Serve as a role model for peer group and new hires
• Monitor and review performance to operational metrics, order processing and service level reporting
• Source equal or alternative products as needed
• Establish vendor relationships
• Handle a fast pace, complex and demanding requests to meet customer deadlines
• Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuracies
• Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction
• Other duties as assigned
• Reports to the Customer Service Manager

SKILLS AND EXPERIENCE REQUIRED

• 3+ years’ customer service experience in Industrial Supplies or related field highly preferred
• Industry knowledge desired but not required
• Excellent listening skills and the ability to empathize with customers
• Thorough, organized and systematic in approach to work
• Effectively manage work hours and demonstrate strong organizational skills
• Strong verbal and written communication skills
• Skilled at establishing and maintaining effective working relationships
• Ability to manage self in a fast-paced business environment
• Moderate to advanced skills in technology
• Possess a “roll up your sleeves” approach to daily tasks
• Proven ability to use operating systems and other third-party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP)
• Professional maturity, integrity and a positive attitude
• Strong ability to work well under pressure
• Passionate, Adaptable, Customer Focused and Teamwork oriented
• Strong sense of urgency and accountability

PHYSICAL/MENTAL REQUIREMENTS

• Requires prolonged sitting, sometimes standing, bending and walking
• Moderate to heavy use of hands in grasping, repetitive hand movement and finger coordination in keeping records and using a keyboard
• Speech and hearing to communicate effectively in group settings, one-on-one, and by telephone
• High level of concentration, confidentiality and organization
• Ability to multi-task

REMOTE/HYBRID WORK REQUIREMENTS: In order to work remotely the Employee Must:

• Reside in the United States or Canada.
• Have access to high-speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed).
• Have a quiet, dedicated workspace free from distraction.
• For more details, see the Remote Work Policy in the Employee Handbook.

Employment Opportunity includes

• Health and dental benefits, employee assistance program, RRSP/DPSP Program, paid vacation and more!