Ref# SAL.CUS.CREP1

Department: Customer Service

Reporting To: Customer Service Supervisor

Job Summary
Reporting to the Customer Service Supervisor, the incumbent will coordinate all activities related to the timely and efficient processing of orders from current and prospective customers. This includes entry of orders into computer based systems, requesting samples, making product recommendations, and a variety of administrative duties. In addition, the Customer Service Representative will undertake proactive sales related activities for those market segments not covered by the Outside Sales Team, including coordination of promotional activities and campaigns with the Marketing Department. The Customer Service Representative is responsible for providing service of the highest standards in a dynamic, fast paced environment to both internal and external customers.

Responsibilities

Responsibilities shall include but not be limited to:

• Answering and directing telephone calls as required.
• Order processing – Compilation of all needed paperwork and information pertaining to all orders.
• Proofread all incoming orders and inform sales and/or customers of inaccuracies.
• Properly and expeditiously handle all order related problems and issues, seeking direction from the Customer Service Supervisor as needed.
• Complete all tasks necessary for the effective and efficient management of assigned accounts, providing back up to fellow account coordinators as required.
• Assist the Customer Service Supervisor with organizing and maintaining reports, correspondence, filing, and ongoing sales/marketing efforts.
• Properly and effectively correspond with customers and Operations on issues such as: stock status inquiries, determination of ship dates, method of payment, proof of delivery, etc.
• Assist customers through the effective completion and processing of sample and catalog requests, quotations, form completion requests for information, etc.
• Utilizing Customer Resource Management (CRM) software, maintain timely and relevant information on relevant communications with current and potential customers.
• Pass relevant new senior decision maker leads for companies and market segments identified within the Strategic Sales Plan to the Customer Service Supervisor/Vice President of Sales.
• General administrative duties including word processing, data entry, spreadsheet development and filing.
• Other duties as assigned by the Customer Service Supervisor.
  

Qualifications

• Business diploma/degree is an asset.
• 3+ years experience with sales order and customer service coordination.
• Demonstrated computer skills with detailed knowledge of Microsoft Office applications.
• Strong mathematical skills.
• Excellent organizational skills with an ability to manage a number of varied tasks and responsibilities simultaneously with a minimum of supervision.
• Proven organizational abilities and excellent telephone skills with customer service personality.
• Interpersonal effectiveness; self-initiative.
• Excellent oral and written communication skills.
• Must be a team player.

Relation of the position to others in the company

• Will work co-operatively with the Customer Service Supervisor, other Customer Service Representatives, Marketing and Outside Sales Team members.
• Will interact with all departments in the company in support of customer account activities.