Description:
The incumbent will work in a high-volume office environment to respond to customer requests for orders, quotes, product inquires and stock checks/price. Working in a fast-paced environment, the incumbent will multi-task while maintaining the highest quality of customer service:
- Respond to inquiries regarding price, delivery, or technical support
- Respond to inquiries regarding status of customer orders
- Resolve delays, service problems and disputes
- Enter, release and track customer orders via EDI, fax, and phone, using our in house ERP solution
- Verify customer account numbers, pricing, terms, delivery requirements etc.
- Track backorders and ensure production, purchasing and distribution are reacting accordingly Prepare quotations
- Liaise with other departments from the service team to ensure proper service from all directions
- Provide technical support by referring to various IPEX publications
- Respond to all customer inquiries in a timely manner
Key Performance Features
- Willingness to learn
- High drive for building strong customer relationships based on customer satisfaction
- Overall management of sales orders and customer inquiries
- Understanding of pricing relationships, and/or ability to organize price information
- A firm grasp of the IPEX computer system
- Relationship with internal colleagues and ability to resolve problems and disputes by consulting with the appropriate team members
- Positive attitude and team focused outlook
- High degree of organization and accuracy
- Telephone manner and skills
Qualifications & Experience
- A very professional manner and a demonstrated commitment to providing excellent customer service in previous roles – comfortable interacting with all levels of the organization
- Minimum 3 years of experience as a customer service representative
- Good time management and follow-up skills, including, the ability to effectively balance quality and quantity of output Excellent computer and internet skills, especially Microsoft Office and email
- Demonstrated ability to effectively resolve customer issues and complaints patiently
- Strong written and verbal communication skills
- Good team player including the demonstrated ability to contribute to and foster a positive team environment
- Knowledge and experience using SAP would be considered an asset.
- Industry experience is an asset