Job Description

In - Office PositionWant to work in a challenging and rewarding role for an exciting and growing company in a fun and interesting industry?Enjoy having ice cream, specialty coffee, and pizza available at the office?Come work at TFI. We're the Eastern Canadian leader in specialty food equipment sales and service, and we provide customers with The Perfect Serving.We are currently seeking a Customer Care Specialist to join our team. Reporting to the Customer Care Manager, the successful candidate will be a self-starter, who is motivated, energetic and passionate about their work.Position PurposeThe Customer Care Specialist, under the direction of the Customer Care Manager, will primarily be responsible for providing customer support in a high volume call centre. This position is accountable for accurate entry of service work orders and parts orders, understanding equipment requirements and troubleshooting, arranging of necessary technical service, and coordination of technician work schedules. The Customer Care Specialist must be customer service oriented, an excellent and proactive communicator, and possess a highly developed sense of urgency.Core Competencies

• Customer Service Orientation
• Excellent Communication
• Analytical Thinking
• Problem Solving
• Detail Oriented

Responsibilities

• Provide customer support by addressing customer questions, problems, specific requirements, or requests for parts and/or technical service.
• Create service tickets and parts orders as required.
• Troubleshoot equipment problems/issues customers are experiencing.
• Coordinate service appointments with Dispatch Coordinator, based on degree of urgency and response time requirements, escalating requests based on priority as required.
• Coordinate follow up parts service calls to ensure timely completion of service work.
• Complete Return Materials Authorization documentation.
• Work with Strategic Account Managers, Service Managers, and Billing personnel to address concerns/issues from customers within your portfolio.
• Respond to complaints with thoroughness and accuracy.
• Liaise with Purchasing & Inventory Department regarding shipping, part availability, service quotes, pricing, and parts' returns.
• Notify customers of backordered parts pickup and availability for pickup.
• Follow up on Service Quotations related to customers within your portfolio.
• Act as backup to Dispatch Coordinator
• Perform other duties as assigned.

Qualifications

• College Diploma in Business Administration or a related field.
• Minimum 2 years experience working in a call centre or customer service environment; Service Dispatch and Logistics Coordinator preferred.
• Knowledge of and demonstrated ability in corporate core competencies including communication, team work, initiative, accountability, and flexibility/adaptability.
• Ability to deal positively with customers while fostering cooperative and collaborative customer focused working relationships.
• Superior verbal, written and interpersonal communication skills.
• Strong organizational, analytical, and research skills while demonstrating good judgement and attention to detail.
• Demonstrated problem solving and sense of urgency.
• Strong time management, multi-tasking, and prioritization skills.
• High level of proficiency with Microsoft Office suite
• Previous experience using Enterprise ERP.

Work Conditions

• Interacts with customers, employees, management and the public at large.
• Manual dexterity required to use desktop computer and peripherals.
• Fast paced, high volume office environment.
• Team work environment.
• Afternoon shift and Weekend shift, on a rotating basis, is required.
• Good hearing and listening skills required for extensive telephone use.

Job Types: Full-time, PermanentSalary: From $18.00 per hourBenefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• Paid time off
• Vision care
• Wellness program

Schedule:

• 8 hour shift

COVID-19 considerations:The safety of our employees and co-workers remains TFI's primary concern. We will closely follow the update guidance on current recommendations from the public health and other government authorities.Ability to commute/relocate:

• Brampton, ON L6T 5M4: reliably commute or plan to relocate before starting work (preferred)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Job Type: Full-timeSalary: $40,000.00 per yearBenefits:

• Casual dress
• Company events
• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• Paid time off
• Vision care

Flexible Language Requirement:

• English not required

Schedule:

• 8 hour shift
• Day shift
• Evenings
• Monday to Friday
• Morning shift
• Weekend availability

Ability to commute/relocate:

• Dartmouth, NS B3B1S8: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)