Customer Service Representative

Customer Service Representative

The successful candidate will:

• Provide efficient and expeditious service to customers ordering or inquiring about HCI Products.
• Provide continuous improvement to reach a high level of customer satisfaction.
• Strive to understand customer expectations by learning the customer's specific requirements. Requires a thorough understanding of company policies and customer service operating procedures and work instructions.
• Possess a willingness to acquire product knowledge on an ongoing basis for all HCI Products.
• Maintain a strong working relationship within the organization for better communication and swift problem resolution. Understanding and projecting a Customer First attitude to internal personnel, distributors and end customers.
• This position is to be recruited in Canada

A day in the life:

• Manage customer orders in assigned territory
  • process & expedite orders
  • assist w/placement of orders, errors & cancellations; ensure notes are documented
  • ensure delivery commitments are met-customer due dates; liase w/plants & planners
  • resolve customer/FSR/Agent queries; strive for first inquiry resolution
  • monitor open orders & drawing hold reports; update sales orders w/current notes
• Provide general product information, cross references, availability, lead times, possible alternatives, book price & technical information
• Suggest solutions when a product malfunctions; replacement, credit, create or submit customer request to return product & ensure action is taken & documented
• Recognize when to create IM's (Item Maintenance); custom items or parts not extended to Canada
• Issue credits, debits & paybacks within 10 days of receipt; investigate, gather info as proof & determine next steps
• Handle requests for custom or configurable product

What will help you thrive in this role?

• Post secondary school, minimum of a two year program.
• CET in the Electrical discipline; strong technical knowledge required
• Electricity 101 is a definite asset
• 6 months - 1 year related experience and/or training; or equivalent combination of education and experience.
• Communication Skills: Strong written and verbal
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management: Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities. Knowledge of SAP