Customer Service Representative
Thermal Systems
Calgary, AB
4d ago

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CSRs deliver high quality service to customers and provide administrative services and support to the SBS division. They work cooperatively with outside sales teams and members of the distribution team to grow existing customer base.

CSRs contribute to the entrepreneurial culture of the company.

Customer Service :

  • Determine customer requirements in order to recommend specific products and solutions
  • Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability
  • Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction
  • Contact customers following sales to ensure customer satisfaction and resolve any complaint
  • Identify trends in customer satisfaction or dissatisfaction
  • Administration

  • Present price, credit and terms in accordance with standard procedures and customers’ profitability profiles
  • Accurately process customer transactions such as quotes, orders or returns
  • Enter orders into the system and submit them for approval from the CSR Team Lead
  • Provide accurate information regarding availability of in-stock items
  • Obtain accurate information from the freight vendors relating to expected shipment and delivery dates of orders
  • Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
  • Fill requests for marketing material, information or samples
  • Setup and maintain customer files
  • Communicate to the purchasing department regarding unexpected increases or decreases in demand for products
  • Sales

  • Generate new and repeat sales by providing product and technical information in a timely manner
  • Recommend alternate products based on cost, availability or specifications
  • Increase sales and average order size by cross-selling, up-selling and add-on sales
  • Skills : Communication

    Communication

  • Communicate effectively with , sales manager, account managers and other staff
  • Use problem solving and negotiation skills when dealing with customers
  • Respond to all customers and prospective customers enquiries in a timely manner
  • Personal Attributes

  • Organizational skills
  • Manage multiple priorities in a quick, effective manner
  • Plan and prioritize workload while managing personal time and productivity
  • Creative thinking and problem solving to address freight delays and scheduling issues quickly
  • Work autonomously with little direction at times from the CSR Team Lead
  • Proficient with MRP Systems (such as SAP Business One) and Microsoft Office (especially Excel)
  • Passion for sales and business development
  • Present a professional demeanor
  • Ability to persuade and influence others
  • Education and Experience :

  • 1-2 years in a sales or customer service environment
  • Preference will be given to candidates with logistics experience
  • SAP Business One experience is an asset
  • Knowledge of the construction or manufacturing industry is an asset
  • Computer literacy and the ability to learn new software programs
  • Business Administration certificate is an asset
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