Customer Service Representative

Job Description

Job Description

Currently seeking a customer service associate for a hardware Supplier in Markham, ON.

The Customer Service Associate has a hybrid of responsibilities that include warehouse picking, shipping and receiving functions, customer service order entry, maintains client accounts, which includes providing status information, and acting as the liaison between the client and internal departments in the company. This role has an inside sales component for proactive engagement with a select assigned customer group.

Principal Duties & Responsibilities (Essential Functions):

Customer Service Representative

• Order entry with high degree of accuracy
• Provides price quotes using contracts, upon the approval of the BDM
• Provides customers literature and price book requests
• Expedites and manages all open orders
• Monitors status of all blanket orders according to customers’ requirements and coordinates reorders as requested
• Establishes and maintains relationships with customers via phone and email
• Acts as a partner to the BDM assigned to customers for implementations for new product launches; in conjunction with the BDM, conducts milestone reviews of progress against project plans
• Ensures that communications to client is accurate, timely, and appropriate
• Identifies changes and modifications to existing products and services
• Maintains and reviews inventory levels and orders stock if necessary; provides inventory status to client
• Operates independently in most activities

Warehouse/ Shipping/Receiving

• Loads and unloads materials in the warehouse, storage facilities and trucks. Receives and processes warehouse stock products.
• Brings materials into an organization and confirms materials against invoices to ensure that all deliveries are accurate. Counts and weighs parts to check quantity and accuracy. Contacts Purchasing when shipment is inaccurate to rectify the discrepancy.
• Picks parts for shipment and packaging according to shipping procedures. Fills out the appropriate paperwork to ship the product. Prepares and completes orders for delivery or pickup according to schedule (counts items, loads, packs cartons, shrink-wraps, labels, and ships).
• Performs transactions in the stock process to enter new quantities and put stock on our shelves when receiving; when shipping, removes items from stock.
• Performs inventory control and maintains high quality standards for audits. Reports any discrepancies.
• Maintains a clean and safe working environment and optimizes space utilization, as well as, adheres to quality service standards and complies with procedures, rules and regulations.
• May use some or all of material moving equipment including pallet jacks, forklifts and dollies to bring products and materials to an appropriate location; ensures the safe operation and regular maintenance of company vehicles and other equipment.

Inside Sales

• Builds lasting customer relationships through prospecting, qualifying, and cold calling and closing sales opportunities
• Identifies needs and propose unique solutions to solve customer’s problems
• Meets or exceeds all performance and revenue goals
• Collaborates with other team members to improve performance and bring greater value to our customers
• Conducts outbound calls to contacts identified by the marketing team (e.g. fabricators, service providers, distributors) and responds to incoming new customer calls
• Establishes rapport with new contacts to develop potential new business
• Identifies opportunities for CHG’s catalog
• Create sales plans, identifies and interprets buying trends to grow accounts and increase catalog penetration in owned standard accounts
• Works with sales management to drive “win-back” action plan for lost accounts

Education/Experience:

Bachelor’s Degree and 3+ years of customer service or account management experience within a manufacturing and warehouse environment.

Knowledge, Skills & Abilities:

• Demonstrates a commitment to high levels of customer service and a sense of urgency in satisfying and delighting clients
• Strong organization and time management skills – able to handle multiple aspects of several ongoing projects, including timelines, client concerns and other internal project maintenance as needed
• Proven record of process management and relationship building skills
• Must have technical and logical thinking abilities, along with good problem-solving skills
• Professional demeanor and appearance, including the maturity required to interact with higher management (both internal and with the client)
• Solid knowledge of process improvement methods/LEAN experience preferred
• Proficient in Microsoft Office Suite (including MS Word, and Excel)
• Must be assertive, intuitive, cooperative, creative and flexible
• Able to work under pressure in a fast-paced environment and remain composed and objective in highly stressful situations – conflict resolution skills are desirable
• Conceptual understanding of sales and customer support
• Can easily adapt to change
• Able to work overtime as needed
• A dynamic personality that can establish and cultivate great relationships over the phone
• An assertive and positive attitude
• A passion for follow up, follow through and finishing what s/he started
• Strong interpersonal, analytical, verbal and written communication skills; able to quickly and effectively articulate CHG’s value proposition to decision makers via the phone
• Technically savvy and naturally curious about our customers, competitors and products to drive value and results

Physical Demands:

While performing the duties of this job, the individual is regularly required to stand, walk, sit, talk, hear, and use hands and is frequently required to reach with hands and arms. Must be able to lift up to 30-40lbs

Express is a Full Service Human Resources Centre. If you do not possess the above skill set but would like to explore other opportunities we may have, please submit your resume specifying the career opportunities that would be of interest to you.

We are an Equal Opportunity Employer.

Express is a Full Service Human Resources Centre. If you do not possess the above skill set but would like to explore other opportunities we may have, please submit your resume specifying the career opportunities that would be of interest to you.

Company Description

Here at Express Employment Professionals, we are large enough to exceed all your needs and expectations, yet small enough to give you the one-on-one attention and customer service you deserve. We are experts in staffing, HR solutions and recruiting qualified workers to fill your needs. Our mission is to match great people with great jobs in our thriving community. Together, we will find a career solution to meet your needs!

Company Description

Here at Express Employment Professionals, we are large enough to exceed all your needs and expectations, yet small enough to give you the one-on-one attention and customer service you deserve. We are experts in staffing, HR solutions and recruiting qualified workers to fill your needs. Our mission is to match great people with great jobs in our thriving community. Together, we will find a career solution to meet your needs!