Customer Service Representative (Full-time)

Opportunity: Customer Service Representative (Full-time)
Location: Stanfield's, 1 Logan Street, Truro NS
Hours: 8:00 am - 4:00 pm Monday to Friday
Reports to: Director of Customer Operations
Posting Date: June 7th, 2021

Do you pride yourself in being highly responsive, proactive, competent and effective problem solver?
If so, we may have the ideal opportunity for you! We are looking to welcome a Customer Service Representative to join our Stanfield's team of Customer Experience Experts.

The incumbent will provide exceptional support to our customers by proudly owning the customer experience. You will proactively engage with customers, solving problems through your solid communication and critical thinking skills. The successful candidate will demonstrate a high degree of emotional intelligence when resolving customer concerns in a role that requires a keen multi-tasker.

Position Summary: The Customer Service Representative will provide quality support to customers through written and oral communications that speaks to just how much we care. They will proactively seek out preventive measures that reduce or remove the risk of errors that could result in customer dissatisfaction or escalations. The successful candidate will ensure that all orders are processed accurately and efficiently through following an orderly workflow. All necessary documents, files and records associated to support customer orders and inquiries will be maintained by the Customer Service Representative.

Key Responsibilities:

Customer Care - Relationship Focus

• Consistently develops and maintains excellent customer relationships
• Engages with customers directly through email and telephone
• Responds to queries or complaints regarding shipments.
• Processes customer orders accurately, efficiently and on time.

Critical Thinking

• Proactively reviews customer orders and on hand inventory to identify issues and provide solutions.
• Ability to manage changing priorities and adapt to business needs and requirements.
• Traces orders, runs reports and checks online systems for product as required to effectively support customers
• Co-ordinate and use all relevant Information and Communication Technology within the Customer Service function.

Administration

• Maintain and coordinate all documentation related to customer order inquiries.
• Ensure an orderly workflow according to priorities.
• Prepare and submit relevant administrative documents in a timely and accurate manner.
• Process returns as required and ensure a high degree of product knowledge is maintained.

Other

• Adhere to all company policies and procedures.
• Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health and Safety company policies and government legislation/regulations.
• Perform other duties as assigned by Management.

Education and Experience:

• Highschool or college diploma or equivalent experience.
• Customer Service Experience within a manufacturing setting preferred.
• Experience managing under time constraints without direct supervision.

Skills:

• Effective professional customer service skills.
• Excellent verbal/written communication skills. Bilingual French/English skills are a valued asset
• Effective critical thinker with proven problem-solving skills.
• Proficiency with Hardware/Software eg. MS Office applications. Excel and Word are essential.
• Aptitude for learning new computer systems on the job.
• Demonstrated solid organizational, interpersonal, data entry and time management skills.
• Ability to multi-task, work within a fast-paced environment, and prioritize conflicting demands.

Working Conditions

• Travel Requirements: None
• Physical Environment: 75% Office 25% Plant
• Physical Demand: Moderate Intensity. Walking, sitting, lifting less than 5lbs occasionally. Consistent computer/laptop exposure.
• Mental Effort: Moderate intensity with occasional higher levels of mental effort.

All applicants must submit a resume with a cover letter that outlines your skills, qualifications and experience to [email protected]. Please add to your cover letter your wage requirements. While we appreciate all interest, we will only connect with candidates under consideration.

Accommodations are available upon request for candidates taking part in all aspects of the selection process

COVID-19 precaution(s)

• Remote and/or onsite interview process.
• Personal protective equipment provided or required for attending onsite.
• Social distancing and COVID pre-screening guidelines are in place.
• Sanitizing, disinfecting, or cleaning procedures are in place.