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Customer Service Representative – Victoria, BC
4 weeks ago
The Customer Support Representative is responsible for efficiently managing customer accounts, processing orders, and ensuring customer satisfaction. This role involves maintaining accurate order records, coordinating with internal departments, addressing customer inquiries, and resolving issues promptly. The ideal candidate should possess excellent communication skills, attention to detail, and a strong customer service orientation.
Requirements- Receive, process, and verify the accuracy of customer orders through the ERP system according to established policies and procedures.
- Collaborate with the Production Department to maintain a consistent workflow by scheduling orders effectively.
- Provide timely and accurate information to incoming customer requests regarding order status, product knowledge, pricing, availability, and delivery timelines.
- Manage customer order invoicing daily.
- Liaise with distributors, partners, and organizations via phone and email in a professional and enthusiastic manner.
- Resolve and coordinate customer issues related to orders, warranty claims, delivery of products, and specialized shipping information.
- Investigate and process warranty claims, including maintaining and entering RMA data in ERP.
- Offer prompt feedback to the company regarding service failures or customer concerns.
- Collaborate with the sales team to meet and exceed customer service expectations, including providing the sales team and management with reports as needed.
- Document new processes and process improvements to the internal knowledge base.
- Work effectively within a small team while ensuring the highest level of customer service to both internal and external customers.
- Demonstrate proficiency in MS Office, with the ability to navigate internal and industry-specific software.
- Perform any other duties as assigned.
High school diploma or GED
Skills- Strong understanding of business principles and practices to effectively manage customer accounts.
- Exceptional communication and interpersonal skills.
- High ethical standards in all interactions and the ability to maintain confidentiality when dealing with sensitive information.
- Strong analytical and problem-solving skills to address customer inquiries and find effective solutions.
- Strategic mindset to assess customer needs and identify opportunities for improving customer satisfaction.
- Familiarity with inventory tools and systems.
- Proficiency in MS Office (Excel, Word, Outlook) for generating reports, maintaining records, and communicating internally. Ability to quickly learn and navigate through internal and industry-specific software systems.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- A minimum of 2 years of experience in a customer support, customer service, or sales role, preferably in a high-tech or manufacturing environment.
- Familiarity with processing orders through an ERP system.
- Experience collaborating with other departments, such as Production, Purchasing, Shipping, and Sales, to ensure smooth order flow and meet customer expectations.
- Proficiency in inventory management software, enterprise resource planning (ERP) systems, and data analysis tools.
- Strong problem-solving and investigation skills in resolving customer issues to satisfaction.
- Ability to work independently and show good judgment in decision-making based on process guidelines and customer satisfaction requirements.
- Ability to learn quickly and work with a high level of accuracy under time pressures while handling high volumes of requests.
