Customer Support Administrator (Call Centre) - Contract M24

at  TRAIL APPLIANCES LTD

In this role, reporting to the Manager of Customer Support you will ensure the delivery of excellent customer service through timely and accurate support of retail and single family builder orders, from post-sale through to delivery. You will also be maintaining contact with the customer throughout, collaborating with internal departments (Purchasing, Dispatch/Delivery, etc.) to achieve and maintain high levels of customer service.

• Field customer inquiries by telephone, email and text about their order details from post-sale to delivery
• Place outbound calls to customers arranging payment, installation, delivery and/or update to order details
• Support inbound inquiries from sales team in regards to processing of order and status
• Proactively communicate with internal departments through phone and email to ensure stock and shipment of product to customer’s home or job site
• Maintain accurate records of customer files, shipment dates and order activity information
• Update and maintain customer files and data base with ship dates, payment details and customer information
• Investigate and follow up on customer problems resolving escalated issues