Job Description

Position Summary:

Full time position responsible for managing customer inquiries, processing orders, and collaborating with various internal teams to ensure timely and accurate order fulfillment. The successful candidate will be professional, friendly and able to handle multiple priorities in a timely manner with a high level of accuracy.

Major Responsibilities of this position include, but are not limited to the following:

Respond to customer inquiries through phone or email, providing timely and accurate information. Forward inquiries to appropriate departments when necessary.

Proactively send customers order status information and tracking information for shipped orders.

Liaison with production and sales to ensure smooth order fulfillment.

Support sales team with order entry and sending order acknowledgements.

Ensure accurate carrier information is collected, and system is updated accordingly.

Assist with generating reports on order status, customer activity, and sales trends.

Build and maintain positive relationships with new and current customers.

Maintain detailed records of customer interactions, issues, and resolutions within CRM system.

Address and resolve customer concerns related to order discrepancies, shipping issues, or product quality concerns as needed.

Assist A/R team with payment collections.

Perform general office duties and clerical tasks such as filing and scanning documents.

Familiarization with existing Polycast products and manufacturing processes.

Perform other related projects and duties as assigned.

Skills & Qualifications:

Post- secondary education in Business Administration, Marketing or Communications is preferred.

2-4 years of customer service experience, preferably in a manufacturing environment.

Excellent verbal and written communication skills, with the ability to effectively communicate with both technical and non-technical stakeholders.

Ability to speak fluent French and/or Spanish is an asset.

Strong problem-solving abilities and a customer-centric approach to handling inquiries and resolving issues.

Motivated self-starter with high level of initiative, results driven, and extremely detail oriented.

Strong computer skills, including proficiency in MS Office Suite (Outlook, Excel, etc.).

Experience with ERP or order management systems.

Organizational skills with the ability to manage multiple tasks and prioritize in a fast-paced environment.

Job Type: Full-time

Benefits:

Company events Dental care Disability insurance Extended health care Life insurance On-site parking Vision care
Experience:

customer service: 2 years (required)
Language:

French and/or Spanish (preferred)
Work Location: In person