Alexandria Moulding
SCOPE OF POSITION
The Customer Service Representative provides the key communication link between our customers, sales, shipping, and scheduling and plays a critical role in the building of external and internal relationships, thus contributing to the successes of the Company. The incumbent will be assigned a geographical region and will be tasked with developing and maintaining strong working relationships with customers and potential prospects.
RESPONSIBILITIES:
• Manage, support, assist and follow assigned accounts.
• Process and track orders and call upon major accounts.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer and document interactions through contact tracking.
• Troubleshoot customer issues over the phone.
• Respond to and resolve customer questions and concerns in a timely manner.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Provide assistance to sales representatives on account management.
SKILLS/REQUIREMENT – The ideal candidate will possess the following
• Able to handle high volume of telephone calls, internal requests and frequent interruptions in an open environment concept.
• Highly developed sense of integrity and commitment to customer satisfaction and demonstrated passion for excellence with respect to treating and caring for customers.
• Organized and capable of performing under pressure with tight deadlines.
• Ability to communicate clearly and professionally, both verbally and in writing in both official languages (English and French)
• Advance computer knowledge in Microsoft Office programs.
• Considerable independent judgment and decision making in carrying out assignments.
• Possess a strong work ethic and team player mentality.
• Mobility to travel. Valid driver’s license and passport.
ASSETS
• Knowledge of AX Microsoft Dynamic 2012 will be considered a strong asset.
• Industry knowledge (Building Materials, Moulding, Residential and Commercial Construction).
EXPERIENCE/EDUCATION
• 3-5 years previous experience in manufacturing, planning, operations or customer service.
• Post-secondary diploma or equivalent education and related experience.
