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Customer service representative

Reference number: 
92608
Publication date: 
> 20 days 
Sector of activity: 
Scientific technology and sciences
Internal reference: 
CSR (QC)
Main functions: 
PROVIDES CUSTOMER SERVICE SUPPORT TO ORGANIZATION
by
obtaining, analyzing and verifying the accuracy of order information in a timely manner; initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained; coordinating the handling of difficult and/or unusual situations.
Schedule: 
Full time
Quarter: 
Day
Job start date: 
2015-03-01
Number of positions to fill: 
1
Detailed description: 
1. PROCESSES CUSTOMER SERVICE REQUESTS AND MAINTAINS CUSTOMER INFORMATION
by
 Receiving, processing and verifying the accuracy of orders from customers using the organization’s internal CRM/ERP systems and customer purchase orders.
 Initiating required action for response to customer service requests for order changes, product substitution information, basic technical assistance, status of back orders and communicating changes to appropriate personnel/departments, if necessary.
 Providing website chat customer service support
 Entering into or proactively engage customers within phone or text dialogue to increase the suitability/fit and overall value to customer of every purchase order.
 Helpfully directing the customer conversation toward the best value product selection for them, pointing out which related products are readily available from ESBE, tying in ESBE specials and promotions
 Accessing the company’s ERP system to obtain and extract order information
 Tracking backorder status and contacting suppliers, if necessary
 Authorizing product returns, clearly describing circumstances and reasons for return on Return Authorization records.
 Issuing credits against returned goods or incorrect invoice pricing
 Coordinating delivery of goods with carriers and customers, if necessary
 Liaising with Service Department to expedite modification or repair of goods
 Invoicing service work order
 Working with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings
 Performs general reception duties (greeting visitors, answering and directing telephone calls, etc.)

2. RESPONDS TO QUOTATION REQUESTS FROM CUSTOMERS AND VARIOUS
COMPANY DEPARTMENTS
by
 receiving quote request instructions directly from customers, customer service, and sales/marketing personnel over the phone, fax or email
 ensuring all necessary ESBE personnel are notified of pending quotations


3. PERFORMS ACCOUNT RECEIVABLES PROCESSING
by
 Entering New Customer accounts into ERP system
 Initiating credit check on new customer accounts
 Recording account information and keeping account information current
 Preparing customer sales orders for invoicing by reviewing and correcting, if necessary, quantities shipped, allocated lot or serial numbers
 Assisting with credit collection calls as required

4. PROVIDES TRANSLATION SUPPORT
by
 Completing translation of items pertaining to the ESBE website, marketing and/or training materials, as requested

5. CONTRIBUTES TO TEAM EFFORT
by
 Participating and providing expertise as a member of the Customer Service team to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Service department as a whole.
 Accomplishing related results as needed
 Completing any other duties as assigned
 Providing back-up support to Quotations and other group members in the performance of job duties as required.
 Supporting/participating in the organization’s ISO9001 continuous improvement system
Requirements
Languages asked for
French: 
Excellent
English: 
Excellent
Others: 
Fluent in french and english – oral and written
Education
Level: 
University
Diploma: 
Bachelor
State: 
Finished
Details: 
Post secondary science degree or certificate
Excellent Computer skills -- Microsoft Windows (moderate), Word (Excellent), Excel (Basic) and internet navigation/search
Laboratory hands on experience an asset

Working experience
Minimum experience required: 
1 year
Qualifications required: 
Customer Service experience an asset
  • Resume required
    • Work place
    St. laurent ,  Montreal, Quebec