Job Summary
Acts as a liaison between customers and the company by ensuring exceptional customer service relations for Gerard Daniel Worldwide to achieve efficient and profitable sales of all company products. Responsible for assisting customers by answering questions, educating customers and potential customers of product knowledge, generating quotes, processing orders, preparing invoices, and resolving customer complaints.
Pay
CA$19 - CA$25/hr
Essential Job Functions
· Manage incoming calls and communicate with customers via phone and email
· Generate and process accurate quotes, orders, invoices, applications, etc.
· Create, update, and maintain accounts for new and existing customers
· Educate customers and potential customers by answering product questions; suggesting and providing information about other products
· Work with Gerard Daniel Worldwide’s internal departments to meet our customers’ needs
· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
· Completes supporting paperwork and data entry as required
· Build and maintain customer relationships to ensure customer satisfaction
· Provide professional customer service to all customers
· Obtain quotes and information from suppliers and vendors
· File freight claims for damaged or lost shipments
· Identifies opportunities to improve service levels to external customers
· Identify and implement new processes to improve customer support service
· Assist in developing customer service procedures, policies, standards, documents, etc.
· Complete general clerical and administrative tasks
· Performs all other related duties as required or assigned
Requirements and Qualifications
Requires a High School Diploma or equivalent. Bachelor's Degree preferred.
Requires a minimum of 2-4 years of customer service experience.
Competencies
Adaptability:
Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Analytical, Creative, and Strategic Thinking:
Weighs the costs, benefits, risks, and chances for success in planning; develops and proposes a long-term strategy for the organizations on an analysis of the industry and marketplace and the organization’s current and potential capabilities as compared to competitors; develops fresh ideas that provide solutions to all types of workplace challenges.
Attention to Detail:
Precisely captures information to complete work accurately and ensure that information is always reviewed.
Computer Skills:
Typically possess advance computer skills with proficiency in using Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.) and experience with data analysis applications.
Initiative:
Takes prompt action to accomplish objectives; Undertakes self-development activities; Takes independent actions and calculated risks; looks for and takes advantage of opportunities; Asks for and offers help when needed.
Oral and Written Communication:
Exceptional communication and presentation skills; writes clearly and informatively with ability to read and interpret written information. Edits work for spelling and grammar errors using proofreading skills. Speaks clearly and persuasively in a positive or negative situation; Effectively conveys information in a clear and professional manner.
Problem-Solving/Reasoning Ability:
Ability to understand and define problems, collect data, establish facts, draw valid conclusions, and develop creative alternative solutions.
Professionalism:
Approaches customers and coworkers in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
Teamwork:
Maintains good working relationships with all co-workers; Exhibits a respectful and cooperative attitude; Contributes to a positive and supportive working environment; Responding constructively to others’ ideas and suggestions.
Supervision Typically Received
Infrequent supervision, receives guidance regarding general objectives. Typically, determines the methods and process to be used to achieve the objectives of the assignments given, within specific policy and practice guidelines. Work or goals are typically reviewed upon completion or at periodic intervals.
Supervisory Responsibilities
No direct supervisory responsibilities but may provide work direction and review on projects.
Work Environment
Work may be performed in a professional office environment or other temperature-controlled area. This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines. Employee must adhere to the company’s safety policies and procedures at all times.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of the job. The employee is frequently required to sit, walk and stand; talk or hear, both in person and by telephone, use hands repetitively to finger, handle, feel, or operate standard office equipment; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
