Job Description

We are currently looking for a detail orientated, solution-focused

Customer Service Representative (CSR)

to provide on-going support and co-ordination within our Warehousing operation.

The contract role serves as a bridge between our customers and the warehousing team. The CSR will have responsibilities to customers, as well as to our Sales team, and our Manufacturing group. The position will be responsible for the documented communication to customers on critical issues such as changes to the delivery time, and charges.

MAJOR RESPONSIBILITIES:

Receive and co-ordinate all incoming orders and information, either through sales personnel, internal customers or directly from customers. Check all information received from the customer for accuracy and completeness.

Manage and resolve customer inquiries efficiently using Freshdesk, ensuring timely responses and exceptional service.

Provide technical support between sales department and the client with inside personnel.

Responsible for the efficient flow of all customer changes, requests and ensuring that deadlines are met

Thorough knowledge of internal procedures and processes.

Responsible for the proper escalation of issues should customer expectations fail to be fulfilled.

Provide advice and recommendations on production process and follow up with Manager.

Confirming that all the information is available for an efficient processing of customer orders.

Co-ordinate all customer issues with the production planning department.

Accurate filing and tracking of customer files throughout the organisation.

Confirm flow of information between customers and external suppliers.

Fully understand the print production process.

ADDITIONAL RESPONSIBILITIES:

Supports team efforts and initiatives - participate in the on-going improvement of processes and methods

Take initiative, explore new methods, provide recommendations, share new ideas

Available for additional hours if need be and will do what it takes to get the job done

Years of Experience:

Minimum 3 Years in a CSR role in Manufacturing / Graphics industry

Education:

Post-secondary education including college or university in the graphic arts

Must-Have

Thorough knowledge of printing process and procedures.

Strong communications skills, both written and verbal.

Creativity and strong problem-solving skills in order to present solutions and recommendations to key stakeholders.

Ability to manage customer expectations and handle difficult customer issues in a manner that will ensure the continuation of a long-term relationship.

Excellent organizational skills - methodical and detail orientated.

Exceptional computer skills, specifically in the use and application of MS Word/Excel and related software.

Ability to work in a fast-paced environment, continually prioritizing and multi-tasking.

TI Group is an equal opportunity employer and does not discriminate on the basis of race, citizenship, colour, creed, sex, sexual orientation, age, religion, marital status, disability, or other protected characteristics and is committed to employing a diverse workforce.

Job Type: Fixed term contract
Contract length: 12 months

Pay: $17.20-$26.00 per hour

Expected hours: 40 per week

Work Location: In person