About the Job:Since 1912, IMW Industries Ltd has manufactured industrial equipment known for its quality and reliability. Today, IMW is a leading supplier of Compressed Natural Gas (CNG) equipment for vehicle fueling and industrial applications. Our products include compressors, dispensers, storage systems, CNG parts, and technical services.Position Overview: The Customer Support Representative works with domestic and international customers/representatives to generate aftermarket parts, service sales, and support efficiently and professionally.
Duties and Responsibilities:

• Responsible for acting as a liaison between customers and IMW.
• Assists with complaints, orders, errors, account questions, and other queries.
• Develop sales and service opportunities; recommend potential products or services to management.
• Build sustainable relationships of trust through open and interactive communication. Supply services in an efficient, professional, and courteous manner.
• Resolve customer complaints and technical queries via phone, email, or mail within the time limits and follow up to ensure resolution.
• Work with the Aftermarket team to ensure proper customer service is being delivered.
• Manage a large number of incoming emails.
• Follow communication procedures, guidelines, and policies.
• Communicate on time on all inquiries, schedules, and shipments, including forwarding tracking numbers and following up.
• Participate in the development and refinement of aftermarket processes, functions, and services. This includes analyzing key performance indicators or another measure, tracking transactions and trends.
• Understand shipping requirements for each specific market, including document requirements, importation rules, duty structures, and other shipping logistics.
• Keep records of customer interactions, process customer accounts, and file documents.
• Assist with pricing structures, market feed, and market-specific pricing information.
• Know and understand workplace health and safety rights and responsibilities, always follow safe work procedures, and act safely.
• Other duties as required.

Education and Experience:

• High School Diploma.
• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiar with ERP Systems and practices.
• Customer orientation and the ability to adapt/respond to different types of people.
• Excellent communication and presentation skills.
• Ability to prioritize and manage time effectively.
• Minimum 2 years of experience or equivalent combination of education and experience.

Skills and other Qualifications:

• Proficient in Microsoft Office (Word, Excel, and Outlook).
• Experience with an Enterprise Resource System such as Microsoft Dynamics or SAP is an asset.
• Ability to learn new programs as required.
• Fluent in English with good interpersonal skills.