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Technical Customer Service Rep. in Mississauga at Design Group Staffing

Date Posted: 2/1/2018

Job Snapshot

Job Description

The Customer Service Representative is responsible for handling and/or coordinating all incoming internal/external customer requests in relations with parts or machines sales, and related deliveries.  The Customer Service Representative will provide customer service to clients while processing their transactions or listening to their issues in an efficient, accurate and friendly manner. They will Deliver a positive customer service experience to each client and contributes towards enhancing the overall level of customer satisfaction.

Responsibilities:

  • Handle all incoming calls related to parts & equipment, prices and delivery of orders;
  • Screen telephone calls and direct to appropriate department/personnel if it is not customer service related;
  • Maintain good image of the Company and build good relations with internal/external customers in handling their queries, complaints, etc.;
  • Recognize and respond to the client’s needs, identifying opportunities to promote and provide advice on our products or services.  Inform clients about services and products available, and make recommendations where possible;
  • Handle disgruntled or dissatisfied callers in a courteous and professional manner.  Strive to resolve client issues on the first call without escalation.
  • Handle RMAs in accordance with the company policy;
  • Receive and process orders and quotations from customers and internal Product Managers and Sales Representatives;
  • Enter part number into BPCS/SAP and research;
  • Research availability of products;
  • Supplier Sales Representatives with demonstration equipment and update demo log and BPCS/SAP;
  • Coordinate and expedite order process with warehouse, service and shipping companies;
  • Order parts and machines from product companies;
  • Participate in annual inventory count of parts;
  • Follow-up back orders;
  • Prepare parts and equipment quotations;
  • Revision of the customer PO and prepare adequately the invoice description when the order is processed;
  • Issue purchase orders for engineered products and to outside vendors;
  • Work closely with the Credit department if there are discrepancies with invoicing.
  • Comply with the organization’s environmental, health & safety, recycling, sustainability efforts and quality assurance policies and standards;
  • Perform and carry out special assignments, as required by his/her supervisor.

Qualifications:

  • Inside Sales experience or on-the-job work experience.
  • Post Secondary education in Business Administration or equivalent experience.
  • Strong customer service and troubleshooting skills;
  • Previous SAP SD/MM and / or CRM experience;
  • MUST have very strong Computer skills, including effective working skills of MS Office and Outlook;
  • Exceptional conflict resolution, negotiation, and objection handling skills;
  • English speaking – French is an asset
  • Customer Focus;
  • Excellent interpersonal skills;
  • Team Work;  
  • Able to work well under pressure;
  • Strong attention to detail;
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.

If you are interested, please submit your resume in Microsoft Word format to: jboiago@dg.ca

Design Group Staffing would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive we may only be able to respond directly to those candidates being selected for an interview.

Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process.  Alternative formats available upon request

We encourage you to visit www.dg.ca regularly as new and exciting employment opportunities become available daily.