Overview:

The Customer Service Representative serves a key role in our relationship with our customers by acting as the first point of contact for all Parts and Service sales and informational needs. In addition, the Customer Service Representative is responsible for strategically organizing and administering our North American and International sales orders and inventory.

Duties and Responsibilities:

• Provides key Customer Service North America Phone Support.
• Professionally answers customer inquiries via phone and email.
• Provides quotes to customers.
• Acknowledges and processes incoming orders.
• Knowledgeably upsells customers with new offers and opportunities.
• Provides customers part identification technical support.
• Supports various business initiatives.
• Follows up with back orders and updates customers regarding status.
• Works with customers and members of the service and logistics teams to address and complete returns.
• Updates customer information in the Customer Relationship Management system.
• Processes customer credit cards.
• Maintains ERP accuracy on a daily basis.
• Collaborates with team members to improve customer service excellence.
• Participate in initiatives to grow the Parts and Service businesses.

Qualifications:

• 1-2 years of experience in inventory management, purchasing, and/or customer experience.
• Experience with ERP systems required (Epicor experience is a plus).
• Experience using Customer Relationship Management (CRM) systems considered an asset.
• Strong communication skills, both written and verbal are required.
• Ability to manage multiple tasks simultaneously and shift priorities based on business needs.
• Ability to make independent decisions and handle difficult workplace situations in a calm and discreet manner.
• Excellent organizational and time management skills with strong attention to detail.
• MS Office proficiency required.
• Positive attitude and eagerness to learn and grow in a dynamic environment.
• Experience demonstrating a high level of discretion with confidential information.
• French and/or Spanish language skills considered an asset.