TORLYS Inc. Hiring for Customer Service Representative at Mississauga, ON Full Time

TORLYS, founded in 1988, is a flooring company specializing in beautiful easy to maintain, smart and green flooring. TORLYS Cork, Hardwood, Laminate, Linoleum and Leather flooring is available through a worldwide network of specialized dealers. TORLYS is headquartered in an 86,000 square-foot facility in Mississauga. TORLYS also has a 32,000 square-foot warehouse, office and showroom in Alberta and sales offices and showrooms in Montreal.

TORLYS is presently recruiting for an experienced Customer Service Representative, reporting to the Customer Service Supervisor.

The Customer Service Representative (CSR) will support, tackle, and coordinate the Customer service-related activities for the Company for multiple divisions – Retail, Builder, Commercial, Distributor, Rental, and Insurance. CSR is accountable for handling inquiries via telephone, email, fax, web interface and in person and processing transactions and support their assigned backup /CS team as and when required. The Company’s commitment – On Time As Ordered – (OTAO) to our customers requires a strong team player in Customer Service handling orders and issues effectively and efficiently. Ongoing coordination required with multiple departments, including Sales, Operations, Marketing, Quality and Accounting. With strong Company expectations for growth within all divisions, and a significantly increasing product base, the individual must be flexible in approach and strong on commitment

Core Skills/Competencies and KPIs

• Excellent Customer Service
• Customer Focused
• Time Management
• Accountable / Dependable
• Strong Communication skills (Verbal and Written)
• Attention to detail is a must
• Team Player
• Adaptable / Flexible
• Great Interpersonal Skills
• Takes Initiative
• Results Focused

Essential Duties and Responsibilities

• Engage with internal and external customers to provide superior services and build strong relationships.
• Ability to support the TMs in the effective sales promotions/upsells to existing account base to proactively grow accounts and extend revenue.
• Place outbound calls to follow-up on products and service inquiries in a timely manner value.
• Work closely with TM and clients to forecast demand for retail, builder, commercial and rental projects/promotions.
• Reviews open orders on a daily basis, ensuring that orders are valid, ETA’s are correct, draw orders are up to date and product is shipped as soon as possible by consistently following up with TM and customer.
• Accurately and efficiently processes and maintains orders, credits and returns submitted by customer and TM via telephone, email, fax, web interface and in person.
• Effectively present and discuss the products and services of the company, soliciting only those desired products/services provided by the company and its vendors to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
• Ensures that customer issues are dealt with in an efficient and effective manner while remaining compliant with company policies and procedures.
• Demonstrates professionalism, positive attitude and exceptional telephone etiquette.
• Liaises with warehouse, logistics, purchasing, marketing, product development, finance and sales in order to best support the fulfillment of customer’s inquiries, orders and issues.
• Maintains customer card in respects to project pricing and logistic information for their accounts and provides regular input on account activity pertaining to possible areas of improvement to Manager.
• Participates in ongoing training and development as identified and required by the Manager and Representative.
• Other Duties as required.

Qualifications

• 3 – 5 years (preferably industry related) of account management and or project management experience required in order to create, maintain and enhance customer relationships.
• Strong communication and interpersonal skills with the capability to provide support during customer visits.
• Post-secondary Diploma or Degree.
• Exceptional phone and customer service skills.
• Must be hardworking, a self-starter and a problem solver.
• Excellent computer skills, with proficiency in Microsoft Office skills (Word and Excel)
• Experience in Microsoft Dynamics NAV is an asset.

Benefits of Working at TORLYS:

• Worklife balance.
• Competitive and comprehensive benefit program.
• Matching Group RRSP.
• Opportunity to learn and grow with an exceptional organization.

“TORLYS is committed to creating the most beautiful and practical flooring available, but not at the expense of the environment.” – Peter Barretto, President and CEO, TORLYS Inc

Job Types: Full-time, Permanent

Salary: From $24.00 per hour

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Application question(s):

• Do you prefer a 100% remote, hybrid, or 100% in-office work model?

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (preferred)