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Customer Service Representative
Ref No.: 18-06111
Location: Concord, Ontario
Start Date / End Date: 08/03/2018 to 10/07/2018

REQUIREMENTS: 1. Bachelors degree in Business, Communications or equivalent progressive Customer Service experience. 2. Personal commitment to customer service, customer satisfaction, and continuous improvement. 3. Ability to read and understand technical documentation and verbiage. 4. Capable of independent problem solving. 5. Strong verbal/written communication skills 6. Advanced PC skills, i.e. Microsoft Office Suite.Under general supervision, provides customer service support to all channels, (i.e. Distributors, OEMs, ABCSs, JCI Branches, Contractors, and Building Owners), processes orders, answers customer inquiries, and addresses customer concerns/issues within designated timeframes. Works with Senior Customer Service Representatives to establish priorities and resolve open issues. PRINCIPLE DUTIES: 1. Responds to incoming Automatic Call Distribution (ACD) calls from all customer channels (i.e. Distributors, OEMs, ABCSs, JCI Branches, Contractors, and Building Owners), requiring a thorough knowledge of products/product literature, price/availability, and the ordering process/procedures for both. Coordinates activities and acts in a liaison capacity between the customer, factory, sales personnel, etc., to ensure customer satisfaction. 2. Researches possibilities of alternative solutions to complex or unusual customer issues, communicates available options, and expedites requests to exceed customers expectations. 3. Establishes and maintains good working relationships with internal departments to ensure consistent service delivery. 4. Issues credit requests and answers invoice inquiries based on customer channel. Enters/retrieves customer information, (i.e. ordering status, product availability) on multiple order processing systems (AOMS and ServiceAlliance). 5. Recommends exceptions to procedures based on customer needs and related response with regards to order priority, credits, and billings. Identifies trends that require further analysis, and brings them to the attention of the Supervisor. 6. Reviews daily Order Hold Report/Individual Inbox and researches/resolves all order issues in a consistent and timely manner. Conducts outbound calls to resolve order discrepancies, gathers additional information as needed to complete an order or to inform customers of any updates to shipping status. 7. Provides backup support to the CSC Parts Support Team as needed. 8. Performs additional duties as assigned by Supervisor or Manager



Account Representative
Customer Help Centre
3301 Langstaff Road, Concord, L4K 4L2

To be the main contact person for customers in an assigned territory for order entry, repairs and sales support related functions.

  • Verify accuracy (part numbers, pricing, discounts etc...) for all call-in, fax or email orders. Employee expected to take ownership of issues and work with the department manager or other employees to resolve them in a timely manner.
  • Assist Sales with discount orders, no-charge orders, order inquiries and order follow-up for customers.
  • Work with Channel Management and Sales to resolve pricing discrepancies.
  • Inform customers of new product specials.
  • Analyze incoming orders and offer product substitutions where applicable.
  • Escalate system errors to the department manager immediately (and other department managers if necessary).
  • Perform all other related Order Entry responsibilities including scheduling shipments, processing returns, follow-up communication regarding order status, provide tracking information, provide export documentation to the customer etc...
  • Work as a liaison/translator (as necessary) between the customer and Credit to assist with credit issues.
  • Make recommendations regarding the improvement of the order entry process and procedure to improve the effectiveness of the department and improve total customer satisfaction.
  • Attend various tradeshow and business meeting functions as a representative of the department (as required). Travel may be necessary.
  • Conduct themself in a professional manner and provide customers timely, friendly, helpful information and assistance.
Skills, Knowledge and Experience Required:
  • Post-secondary education (preferred) or work equivalent experience
  • Minimum 2 years' experience working in a customer facing role
  • A good working knowledge of Microsoft programs including Word, Excel and Outlook (required)
  • A good working knowledge of the Baan or SAP system (preferred)

Additional Skills:
  • Enthusiastic, energetic, self-motivated, professional personality
  • Ability to work both as an individual and in a team environment
  • Good communication and interpersonal skills
  • Ability to communicate clearly using the English language
  • Ability to make sound, independent decisions in a variety of different situations

Position Reports to: Manager, Order Entry, Intrusion/ACVS

Hours per Day 8
Hours per Week 40
Total Hours 2,088.00