Job Description

POSITION HIGHLIGHTS
TITLE
Customer Service Representative
DEPARTMENT
Customer Service KI Canada
LOCATION
Pembroke
REPORTS TO
Customer Service Manager
DIRECTLY MANAGES
None
EXEMPTION STATUS
Exempt
DATE CREATED
02/05/19
DATE OF MOST RECENT UPDATE
09/20/2023
POSITION OVERVIEW
This on-site position is held within the Canadian Customer Service Team (located in Pembroke, ON), with roles responsibilities including and not limited to, order intake, providing administrative assistance, order entry, quoting, and other duties as required.
Order Processing:

• Enter and process both Inter-company and customer orders.
• Upload acknowledgements, purchase orders and any other relevant documentation to electronic system.
• Work with sales representatives to resolve customer/product issues.

Customer Service Support:

• Provide support to other Customer Service Representatives on an as needed basis.
• Perform quoting for sales representatives and clients.
• System quoting in order to produce accurate costing and margin reports.

• Document filing and document/report maintenance.
• Participate in Sales Operations team huddles, department meetings, and company meetings.
• Participate on cross-functional teams.

Invoicing and Finance Support

• Analyze weekly invoices and note any Sample orders and any COQ orders to ensure correct coding and then forward to Corporate A/P.
• Mailing of daily invoices for KICI.
• Analyze various weekly invoices for duty and brokerage charges and note any Sample orders, COQ or plant orders to ensure correct coding and then forward to Corporate A/P.
• Process KICI related expenses, enter, code, get approval and then forward to Corporate A/P for payment.

Other:

• Other tasks and responsibilities as needed.

QUALIFICATIONS
Category
Requirements
EDUCATION
Diploma or Degree in a Customer Service-related field
EXPERIENCE

• Minimum two years customer service experience

CERTIFICATIONS/
LICENSES
KNOWLEDGE/
SKILLS/
ABILITIES

• Computer proficiency especially MS Office
• Professional etiquette and work ethic
• Positive attitude
• Strong organizational skills
• Highly flexible - able to adjust quickly in dynamic fast paced environment
• Able to work both independently and as a team player
• Possesses excellent time management skills
• Energetic, motivated to continue to increase product knowledge
• Confident in making sound decisions
• Effective communicator with customers, peers, as well as all levels of management utilizing tact, diplomacy, and professionalism at all times

OTHER SPECIAL (NON-PHYSICAL) REQUIREMENTS

• N/A

WORKING CONDITIONS
Category
Requirements
TRAVEL

• None

PHYSICAL DEMANDS

• Ability to sit up to 80% of time
• Ability to climb stairs daily

WORK
ENVIRONMENT

• Open concept office environment

ADDITIONAL DETAILS
In addition to focusing on a positive workplace culture, KI also provides:

• World class health and wellness benefits
• RRSP Match Plan
• Employee Family Assistance Plan
• Costco membership renewals
• Paid Personal Time Off
• Paid Vacation
• And much more!

Please note this job description is not designed to cover or contain a comprehensive listing of functions or responsibilities that are required of the employee for this job. Functions and responsibilities may change at any time with or without notice.