Department
Sales & Pricing
Will Call Counter Associate
Full-time | Customer Service | Location – Mississauga
Are you passionate about delivering exceptional customer service and thrive in a fast-paced environment? We’re looking for a dynamic individual to join our team and provide top-tier assistance at our sales counter while supporting our sales group’s daily activities. In this role, you’ll play a key part in building lasting customer relationships, resolving inquiries, and ensuring smooth order processing. If you’re ready to make an impact with your customer-first attitude and strong communication skills, we’d love to hear from you! Apply today!

HOW TO SUCCEED

We’re looking for someone who can come up with simple solutions to complex problems. To join us you need:

• High School diploma required.
• Excellent communication and interpersonal skills.
• Post-secondary education in business or related fields is preferred.
• Previous customer service experience is highly valued.
• Experience in the automotive or material handling industry is a plus.
• Self-motivated with strong organizational and time management skills.
• Proficiency in software programs, including Microsoft Outlook, Excel, Access, Word, PowerPoint, and Lotus-related programs.
• Professional proficiency in French is an asset.
• Demonstrates intermediate proficiency in Microsoft Word, Excel, and PowerPoint and Google Suite (Mail, Calendar, Hangouts, Sheets, Drive).

Work Environment

• Exposure to heavy equipment and related conditions at customer locations.
• Primarily based in a general office and warehouse environment.
• Frequent use of a computer terminal for extended periods.
• Daily phone usage for communication.
• Occasional lifting of items up to 50 pounds.
• Requires walking between the office and warehouse areas.

You’ll deliver short and long term projects that support the business strategy. This will involve:

• Provide exceptional support to existing customers at the counter, aligning with the company’s customer service and sales goals.
• Efficiently respond to incoming calls and customer inquiries, dispatching requests to the appropriate personnel as needed.
• Ensure timely and professional responses to all items in the Customer Service Inbox.
• Resolve service-related issues such as tracking, shipping, backorder status, and quality concerns, collaborating with sales support, inside sales, and technical teams.
• Process customer orders and related invoices in Salesforce, handling requests via phone and email.
• Manage and update customer account profiles in Salesforce in collaboration with the sales team.
• Review defective items, process warranty claims, and communicate issues to the appropriate team members, ensuring accurate records are maintained in the company’s system.
• Communicate with corporate Claims & Quality Control, TIS, TSS, and Customer Service departments to deliver timely and effective solutions for customers.
• Communicate with customers to gather additional information for claims and clearly communicate the final outcomes of warranty and quality-related issues.
• Provide technical support and conduct research to resolve customer inquiries promptly, leveraging the company’s business system and related tools.
• Address, review, and resolve customer service issues swiftly, documenting each step and outcome in the company’s system.
• Carry out all tasks with integrity and professionalism, following management’s guidance, and ensuring customer requests are handled efficiently, including directing phone calls to the appropriate person when needed.
• Take charge of working with courier companies to resolve issues related to lost or damaged shipments and pursue financial restitution for TVH.
• Assist the claims receiving team during high-volume periods to ensure smooth workflow and timely resolution of tasks.