Customer Support Representative **Manufacturing | Engineering**

at  Groom Associes

JOB TYPE: Permanent full-time
LOCATION: Ville Saint-Laurent, QC
WORK MODEL: Hybrid - four (4) days in office and one (1) day working remotely from home

ABOUT OUR CLIENT:

Our client is a technology leader in the industrial air filtration sector. Their organization provides dependable products specifically designed to assist in preserving a safe and secure working environment by effectively capturing and containing smoke, dust, and fume particles. Our client’s extensive range of products is distributed and applied on a global scale through their highly skilled international sales and engineering teams.
Our client is seeking a full-time, bilingual, customer support representative who will report the Customer Service Manager. A successful candidate for this role will be enthusiastic, organized and demonstrate decision making capabilities. In this position, the candidate will facilitate the relationship between the Company and clients and will have a strong command of company policies and product knowledge while offering quick and accurate solutions to customer inquiries.

SKILLS & EXPERIENCE:

• College or university degree in a relevant field
• Minimum of 3 years’ experience in a relevant Customer Service role.
• Customer first mindset/attitude, and strong technical abilities
• Ability to always remain professional and courteous with customers and colleagues.
• Fluent in French and English, spoken and written
• Strong organizational and prioritization skills
• Ability to work in a multitasking environment.
• Ability to work both independently and in a team environment.
• Proficiency in MS Office tools - Outlook, Word, Excel, PowerPoint
• Experience in Microsoft Dynamics an asset.

• Answer incoming customer calls regarding order status, product problems, billing issues, product availability & pricing, shipping information and other general concerns.
• Accurately prepare Quotes, Sales Orders, RMA’s (Return Merchandise Authorization), Consignment Orders
• Act as the primary point of contact between customers and all other departments (Operations, Engineering, Administration)
• Maintain data base records by ensuring customer information is accurate and up to date.
• Create and add material to digital files and verify database for errors or redundancy.
• Take a proactive role in identifying and reporting areas of customer concern (trends) and make recommendations to help resolve issues and improve service standards.
• Keep current with any changes in processing procedures and company policies.
• Contribute to non-core activities when called upon, such as inventory count, invoice reconciliation, sales collateral prep, shipping documentation, etc.