Customer Service Representative

Established in 1979, Regency Fireplace Products, the flagship brand of FPI Fireplace Products International Ltd., is a world leader in the design, manufacture and marketing of quality, high efficiency gas, wood and bio-mass fireplace products. We are headquartered in Delta, British Columbia and employ over 400 people across North America & Australia. Come and develop your career while enjoying our fantastic culture that promotes mutual respect, integrity and teamwork.

**JOB SUMMARY**:
In this dynamic, fast-paced environment, the Customer Care Representative provides frontline support to consumers from all markets. As a team player, you will collaborate with Sales, Shipping, Technical, Marketing, and various other departments to get the answers and items your customers need. This position is responsible for performing accurate and timely order entry to ensure the customer receives the right product, at the right price, at the right time.

**DUTIES & RESPONSIBILITIES**:

- Conduct all aspects of customer order entry for Dealers and Distributors to ensure that the customer gets the right product at the right price, at the right time
- Coordination with branch shipping personnel to ensure efficient and timely dispatch of dealer orders
- Assist with shipping of marketing materials from the branch to dealers and consumers where required
- Provide professional and productive communications with dealers and consumers
- Update Sales Reps, when required, of product shortages and/or availability including distribution of weekly stock report
- Coordination and follow through with the customer RMA (Return Material Authorization) process including dealer credit receipt
- Collaborate with Sales, Shipping, Distribution and various other departments to ensure their needs are met, while balancing operational efficiencies and customer service levels
- Organize and maintain customer service records
- Maintain professionalism and act in a manner consistent with FPI mission and guiding principles
- Follow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understanding
- Contribute to a positive work environment focusing on Lean and continuous improvement initiatives
- Other related duties as assigned

**QUALIFICATIONS & SPECIFICATIONS**:
**_Abilities/Skills/Knowledge_**
- Advanced computer literacy with a strong proficiency in MS Excel & Outlook; ERP software (Epicor preferred) an asset
- Strong organizational skills; able to prioritize and effectively manage multiple tasks simultaneously
- Strong ability to work with structured business processes while maintaining adaptability
- Demonstrated attention to detail and problem-solving skills
- Excellent communication skills (written/verbal) in English, with an emphasis on Professionalism & Customer Service
- Ability to take initiative and follow through until completion

**_Education/Training_**
- VCE certificate or equivalent required
- Training in effective conflict resolution methods

**_Experience_**
- Minimum 3 years Order Desk/Call Center/Customer Service experience in a medium to large scale operation
- Distribution systems and Inventory control experience in a multi-warehouse environment an asset

**WHAT WE OFFER**:

- Competitive compensation package
- Profit-sharing
- Professional development opportunities
- Team Building / Health & Wellness activities
- Employee Purchase Program
- Friendly environment with Peer Recognition program
- Smart Casual dress attire
- Free coffee and parking

**HOW TO APPLY**:
Schedule:

- Monday to Friday