Rose Integration Hiring for Customer Service Representative at Carleton Place, ON Full Time

Position Description
Customer Service Assistant

> Keying customer orders, responding to customer inquiries, resolving customer service complaints due to billing or service for customers, sales backlog accuracy, expediting, involvement with quoting activity,
> Follow-ups and setting shipment priorities in a timely, accurate and professional manner.
> Receives and files electronic or hard copies of drawings and other info needed to process quotations and purchase orders by all departments.
> Prepares new & repeat part quotations with input from Operations, Purchasing and Scheduling team members and solicits quotes from suppliers of raw material and outside processes where requested.
> Supports the team through a variety of clerical activities, such as resolving shipping and invoicing discrepancies, preparing/updating reports, etc.
> Identify opportunities to up-sell and cross-sell existing customers and be able to communicate all pertinent information confidently to the customer.
> Utilize Customer Management System (Pro Shop) to maintain timely and accurate customer requests for service, customer profile records and customer invoicing.
> Demonstrate outstanding teamwork with sales, operations and service capabilities in order to
communicate accurate information to customers.
> Ability to take charge of problems and bring resolution to solutions in a timely manner.
> Be able to communicate with impact and initiate action where necessary.
> Handling of customer retention issues.
> Communicating effectively with Senior Management and other Team Leaders to resolve issues and report on status of progress relative to company goals.
> Actively improve systems and processes that support achievement of company goals and KPI’s.
> Other duties as assigned.

Requirements:

• Minimum 1 (one) year related experience in a call center and/or customer service environment.
• Post-Secondary Education is an asset.
• Works well in a team environment and has a great attitude; able to work well under pressure.
• Sales skills experience is preferred.
• Salesforce.com experience would be a definite asset.
• Proficient with MS Office including Word, Excel, and Outlook is essential.
• Proficient use of customer data base systems and accurate data entry.
• Professional telephone etiquette.
• Excellent organizational, problem solving, listening, and follow-up skills; detail oriented.
• Prompt, dependable and have the ability to empathize with customers; able to negotiate and excellent listening skills for escalated calls.
• Experience with handling difficult requests and demands from customers.
• Fluently bilingual (French//English) written and oral is a definite asset.

This position description is a profile summary of the job and not a complete listing of duties. Other related duties may be assigned. Additional duties or change in duties does not warrant a substantial change in the job.

Job Type: Full-time

Salary: $45,000.00-$60,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Schedule:

• Day shift

Experience:

• Customer service: 1 year (preferred)