Customer Service Representative

The Customer Service Representative serves as the primary contact for internal and external customers, ensuring a high-quality customer experience through timely and effective handling of inquiries and issues.

Job Summary

The Customer Service Representative (CSR) is responsible for serving as a primary point of contact for both internal and external customers, ensuring an optimal customer experience through prompt and effective resolution of inquiries, issues, and requests. The position requires the efficient management of multiple communication channels (phone, email, chat, etc.), leveraging strong problem-solving skills to address concerns, foster positive relationships, and uphold service excellence. The CSR will work closely with cross-functional teams, including the commercial team, to maintain service continuity and customer satisfaction.

Job Responsibilities

Customer Service & Interaction

• Handle customer communications (calls, emails, chats) professionally and promptly.
• Route queries to appropriate sales personnel.
• Ensure timely resolution of complaints with the commercial team.

Order Management

• Process orders from various sales channels (hardware, franchise, projects).
• Validate order details for accuracy.
• Manage large orders (20+ lines) in the order system.
• Process credit approvals (RFCA) per internal procedures.

Support & Troubleshooting

• Assist the commercial team with product/service inquiries.
• Provide updates on deliveries and resolve service issues.
• Escalate unresolved issues as needed.
• Monitor and follow up on back orders.

Documentation & Record Keeping

• Maintain accurate records of interactions and transactions in the CRM.
• Use CRM to assign and track customer service tasks.

Product Knowledge

• Stay updated on products, services, and policies.
• Provide informed and proactive customer support.

Customer Feedback

• Collect and document feedback.
• Suggest improvements to enhance service and efficiency.

Accounting Duties

• Handle collections, deposits, receipts, and financial reports (X and Z reports).

Team Collaboration

• Work with internal teams to ensure quality service.
• Participate in meetings, training, and goal-setting activities.

Job Qualifications

• Degree or equivalent combination of academic and work experience
• At least one (1) year experience in a similar function
• Microsoft Office Suite, Microsoft D365, Sales Force CRM
• Exposure to the Coatings Industry/Inventory Management would be an asset.
• Experience in billing, dispatching and customer service.
• Experience in inventory processing.