Summary Description:
Reporting to the Customer Experience Manager, the Customer Experience Representative (CSR) will action and complete all sales cycle processes, documents and activities supporting the sales and retail teams. The incumbent will work closely with, and provide customer service and administrative support to sales, retail, purchasing, accounting, embellishment and warehouse management teams.
The incumbent will work both independently and as part of a team, where speed and accuracy, attention to detail and a strong focus on customer service delivery are of critical importance. This position plays a key role in the overall success and profitability of the company and relies upon other departments and their teams to achieve this; therefore, communication, teamwork, initiative, judgment and problem-solving are core competencies.
Skills Required:
- Exceptional level of accuracy and attention to detail
- Proficient in planning, organization, prioritization and time management
- Proven ability to coordinate and optimize workflow to improve efficiency and achieve operational excellence
- Advanced analytical and problem solving skills to deliver winning solutions
- Strong oral and written communication and interpersonal skills to interact effectively with all internal and external stakeholders
- Demonstrated self-starter; High degree of initiative and self-monitoring
- Strong negotiation skills
- Demonstrated commitment to work as an equal contributor to a team
- Proficient in the use of computer systems and applications: Microsoft Office; Inventory management
- Demonstrated commitment to customer service excellence
- Fluent in English (written and verbal); Fluent in French is an asset
- Experience with Oracle Netsuite is an asset
Detailed Description:
- Perform all order processes, create sales documentation and manage the sales cycle operational flow to successful conclusion (Sales and Work Orders; Pick/Pack lists; Invoicing; and Collections)
- Create requests for purchase orders and back orders to fulfill sales and submit to Purchasing Department
- In conjunction with Warehouse and administrative staff, calculate freight charges for outgoing shipments and apply to invoices as per customer terms
- In conjunction with the sales team, ensure full account documentation is maintained, manage and action short and/or overdue payments, and follow up to ensure collection of delinquent accounts
- Receive purchase orders, invoices and customer payments into company systems
- In conjunction with administration staff, receive and process customer payments (EFTs, credit cards, cheques) in a timely manner
- Handle customer complaints, providing appropriate solutions and alternatives within the time limits
- Deliver outstanding service to customers through accurate and timely communications to all stakeholders
- Demonstrate a professional attitude with sincerity and enthusiasm reflecting our commitment to customers to deliver an outstanding service experience
- Build and maintain trusted relationships with customers, suppliers and other stakeholders through on-going communications to achieve deep, mutually beneficial business relationships
- Send month-end Accounts Receivables reports based on customers accounts
- Follow up on any NSF cheques and credit card charge-backs
- Answer all incoming general calls for Sales Team and action as appropriate
- Perform general office administrative functions including filing and mail handling
- Prepare all required reports and other documentation and submit to head office weekly
Qualifications / Experience:
- Minimum high school diploma; Degree or diploma in Business Administration, Accounting or related field preferred
- Minimum three (3) years’ experience in an Inside Sales Support, Customer Service or office administration role, ideally in a wholesale / distribution / retail environment
- Minimum three (3) years experience with MS Office and order / inventory management systems
- Experience using Oracle NetSuite ERP is preferred
- Obtain and maintain clear criminal record
Job Type: Full-time, Permanent
Salary Starting Range: $17.00-$21.00 per hour
Experience:
- Customer service: 2 years (required)
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program
Schedule:
- 8 hour shift
- Day shift
- Evenings
- Evening shift
- Weekend availability
Ability to commute/relocate:
- Winnipeg, MB: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (preferred)
Experience:
- Customer service: 2 years (required)
Work Location: One location
Job Type: Full-time
Salary: $17.00-$20.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
Flexible Language Requirement:
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
Ability to commute/relocate:
- Winnipeg, MB R3H 0M5: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (required)
Experience:
- Call center: 1 year (preferred)
- Customer service: 2 years (required)
Shift availability:
Work Location: In person
