Customer Service Representative

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Manage customer and sales communications through phone, email, and tickets within the Customer Care Box.

• Log into the Office @ Hand phone system and utilize the appropriate activity codes.

• Process requests for quotes, order entries, and product inquiries.

• Provide on-demand expedited services as required.

• Ensure precise order entries and prompt responses to customer inquiries.

• Drive profit margins and enhance customer success.

• Collaborate with internal and external partners, leveraging their expertise, tools, and resources.

• Actively participate in Customer Service Team Huddles and ongoing training for customer service.

• Serve as a role model for colleagues and new team members.

• Monitor and assess operational metrics, order processing, and service-level reports.

• Source equal or alternative products as necessary.

• Establish and maintain vendor relationships.

• Manage fast-paced, complex, and demanding requests to meet customer timelines.

• Recommend opportunities for cost reduction and efficiency improvements; report pricing discrepancies.

• Investigate and resolve complaints, product inquiries, and ordering issues to ensure customer retention and satisfaction.

• Perform additional duties as assigned.

• Report directly to the Customer Service Manager.

⛳️ Requirements

• A minimum of 3 years of customer service experience in Industrial Supplies or a related field is highly preferred.

• Industry knowledge is desired but not mandatory.

• Excellent listening skills with the ability to empathize with customers.

• Thorough, organized, and systematic approach to work.

• Effectively manage work hours and demonstrate strong organizational abilities.

• Proficient in verbal and written communication.

• Skilled in establishing and maintaining effective working relationships.

• Ability to thrive in a fast-paced business environment.

• Moderate to advanced technological skills.

• Proven capability to utilize operating systems and third-party software, including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP).

• Demonstrates professional maturity, integrity, and a positive attitude.

• Strong ability to perform well under pressure.

• High sense of urgency and accountability.

• Must reside in the United States or Canada to work remotely.

• High-speed, reliable internet connection with a minimum of 50 Mbps download and upload speeds.

• A quiet, dedicated workspace free from distractions.

• Ability to sit for extended periods, with occasional standing, bending, and walking.

• Moderate to heavy use of hands for grasping, repetitive hand movements, and finger coordination.

• Ability to communicate effectively in group settings, one-on-one, and via telephone, utilizing speech and hearing.

• High level of concentration, confidentiality, and organizational skills.

• Ability to multitask efficiently.

🏝️ Benefits

• Health and dental benefits.

• Employee assistance program.

• RRSP/DPSP Program.

• Paid vacation.