Customer Service Representative

Overview

Customer Service Representative Jobs in Vaughan, Ontario, Canada at Anatolia

Title: Customer Service Representative

Company: Anatolia

Location: Vaughan, Ontario, Canada

POSITION SCOPE:

The Customer Experience Representative (CXR) is responsible for serving client accounts with a dedicated customer-centric focus, including the creation, management and coordination of all order entry and logistics activities associated with that customer account. This role is also responsible for applying Core Values to each task and customer, answering calls in the queue and providing product information to both potential and established customers, ensuring a consistent and optimal experience is delivered.

KEY ACCOUNTABILITIES:

• Service and manage customer accounts within North America from order entry to successful delivery of the product on time.
• Demonstrates a solid understanding of logistics requirements for both Canadian and US customer orders, communicating with transportation and tracking shipments, and
• Ensure a high level of customer service and an exceptional experience is consistently delivered by responding to customer enquiries, both internally and externally, received via telephone, or email in a timely and courteous manner.
• Take ownership for customer satisfaction and strive for excellence by achieving/exceeding customer expectations, especially when investigating and resolving customer’s complaints or issues.
• Maintain accurate and detailed records on specific account as related to information requirements, discussions, or correspondence with customers.
• Answer telephones and assist with any incoming inquiries relating to the status of purchase orders, product-specific information and shipment information. Demonstrate a thorough knowledge of product lines, provide accurate product and pricing information, and appropriately communicate to customers.
• Enter orders into Anatolia's system accurately and efficiently, manage orders and delays, check stock and back orders, relay information or changes to customers in a courteous and timely manner, and ensuring the system is updated accordingly.
• Provide ongoing support and assistance to the Customer Experience Team as necessary
• Assist with special projects and perform other duties as assigned.
• Learns and employs Anatolia business processes and policies while performing daily tasks.

IDEAL QUALIFICATIONS:

• High School Diploma required
• Post-secondary education an asset
• Minimum of 1-2 years of relevant customer service experience, preferably from within the construction or building material industry.
• Bilingual in French considered an asset
• Experience relating to logistics and shipping/receiving is an asset.
• Proficient with database systems (Excel) is a must.
• Previous exposure to an ERP/WMS system required, SAP will be considered an asset.
• Demonstrated ability balancing customer expectations and company interests.
• High attention to detail, results oriented, and ability to work in a fast-paced environment.
• Excellent written and verbal communication skills with a high degree of emotional maturity for enhanced performance and conflict resolution.

This position also requires:

• Interactions with internal or external customers employing professional common courtesy, providing requisite and correct information along with straightforward support.
• Demonstrated experience and ability working with somewhat complex information as related to analysis, problem solving, and reasoning to perform job duties
• Demonstrated accountability for quality, accuracy and adherence to detailed work instructions with some discretion exercised within pre-determined limits and procedures authorized by a supervisor.
• Demonstrated capability to occasionally provide guidance to other staff as needed in relation to the execution of job duties and assigned projects.
• Demonstrated understanding that work contributions have some influence beyond the immediate department and organization and as such duties are executed with care, accuracy and compliance to instructions.
• Demonstrated ability to apply creative problem solving and idea generation to work tasks as occasionally required.
• Demonstrated ability to work collaboratively and with common courtesy towards other departments, customers or suppliers.
• Capability to deliver a consistently high level of customer service to internal or external customers is required, discovering and comprehending their needs and providing efficient and effective support.
• Understanding that work efforts and interaction with external parties may have a moderate impact on the employer brand and public reputation and as such ensure that behavior and communications shall be professional and accurate at all times.
• Demonstrated ability to work collaboratively with peers within a work area and with other departments
• Ability to apply Anatolia’s CORE Values consistently each and every day

WORKING CONDITIONS:

• Most work is performed in a standard office environment with limited exposure to adverse conditions or health and safety risks
• Position requires low level of sustained visual attention, moderate manual dexterity on a regular basis with sitting at length

Disclaimer* Diversity and inclusion have always been at the core of our values at Anatolia. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. Anatolia is a C-TPAT facility, and as such, successful candidates who receive an offer of employment are subject to applicable background checks (criminal, credit, references and employment verification). Anatolia is committed to providing accommodations for people with disabilities in all parts of the hiring process. Anatolia will work with applicants to meet accommodation needs that are made known in advance. Interested applicants should submit their updated resume and application form on or before the posting deadline closes.

At Anatolia we strive to create a flexible work environment where our employees are empowered to do their best work. We thank all applicants for their interest however only those meeting the minimum qualifications will be interviewed.