Customer Service Representative

The Customer Service Representative maintains all aspects of the customer service relationship including order processing, follow up, delivery co-ordination, identify customers needs, clarify information, research issues, and provide solutions and/or alternatives. This role will be based in Scarborough, Ontario.

In addition to annual initiatives, the key accountabilities of this position are:

• Maintains excellent communications directly with customers, being attentive to individual customer’s requirements and ensuring a pro‑active, efficient response to customer’s needs.
• Answers customer telephone enquires always adopting a polite and professional attitude.
• Provides immediate response to customer queries and inquires, primarily by telephone and then followed up via e‑mail.
• Follows established policies and procedures ensuring standards of service to customers and business objectives are always achieved.
• Pro‑actively communicates and works with members of your own and other departments to ensure standards of service to customers and business objectives are achieved.
• Build sustainable relationships and engage customers by taking the extra mile.
• Frequently attend educational training seminars to improve knowledge and performance.

• Enters and acknowledges customer orders accurately.
• Processes customer change orders and notifies the appropriate departments.
• Initiates Sales Returns Goods, following the established procedures.
• Maintains a current regional order backlog.
• Expedites orders and inquiries as approved by management.
• Liaises with finance regarding new and/or blocked accounts and keeping the customers informed as appropriate.
• Liaises with internal and external sales personnel.
• Works with the Procurement Team to ascertain delivery timescales for the product(s).
• Liaises with appropriate production personnel on lead times and/or delivery dates.
• Handles customer complaints ensuring a satisfactory resolution for both the customer and the business.
• Liaises with customer site personnel regarding deliveries of products.
• Liaises with Quality Department to identify product issues, containment, root cause and corrective action.

• Ability to work independently and as part of a team.
• Must have an enthusiastic attitude with exemplary problem‑solving skills.
• Previous experience of HVAC business advantageous.
• Previous experience of using an MRP System.
• A pro‑active and flexible approach to work.
• Excellent interpersonal skills.
• Creative problem‑solving skills, conflict management within different organizations (centralized and matrix organizational structures).
• Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well‑thought‑out recommendations.
• Strong, team‑oriented leadership skills with presence and a bias for action.
• Self‑directed with ability to work autonomously and collaboratively and a focus on results.
• Ability to communicate in an open and authentic manner in all situations.