At ergoCentric Seating Systems, our sole mission is to design and manufacture the best ergonomic chairs in the world and we are recognized as North America’s premier manufacturer of high-quality ergonomic seating for office, specialty and healthcare environments.
Most seating manufacturers take a “one-size-fits-all” approach to chair design which may fit many, but won’t fit everyone. ergoCentric believes that everyone should be comfortable and healthy at work and our build-to-order, modular manufacturing system allows us to fit every person with the perfect chair. With our always-in-stock inventory of modular components, we are able to make thousands of different chairs and we even modify specific components as required. This means that all employees can be sitting on seating with a streamlined aesthetic, with custom modifications to meet the needs of each individual.
ergoCentric’s head office and primary manufacturing facility is located in Mississauga, ON, Canada. Visit ergoCentric.com to learn more.

REQUIREMENTS:

High school diploma or equivalent (Bachelor’s degree in Business Administration, Customer Service Management, or a related field is a plus).
Proven experience in warranty management, customer service, or a related field.
Ability to learn quickly and understand product knowledge.
Strong communication and interpersonal skills.
Excellent organizational and problem-solving abilities.
Fluent in English (written and spoken). Bilingual French/English is an asset.
Technical knowledge or aptitude to understand company products and services.
Must be proficient in Microsoft suite of products.
Must be a Canadian citizen, possess a valid driver’s license, and maintain consistent transportation to work
Job Type: Full-time
Pay: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance

Education:

• Secondary School (required)

Work Location: In perso

KEY RESPONSIBILITIES:

Warranty Management. Administer and oversee the warranty process for all products and services offered by the company. Verify warranty eligibility based on warranty terms and conditions and company policies. Process and track warranty claims efficiently and accurately. Communicate warranty terms and conditions to customers.
Customer Support. Provide excellent customer service by addressing inquiries, concerns, and requests related to warranties and services. Assist customers by troubleshooting issues and problem solving. Redirecting their inquiries to the appropriate department when products are not covered under warranty.
Documentation and Record Keeping. Maintain accurate and organized records of warranty claims, service requests, and customer interactions. Report customer complaints which include any customer issues experienced within the first 6 months of a product shipping.
Technical Knowledge. Develop a strong understanding of the company’s products and services to effectively address customer inquiries and issues. Collaborate with the quality assurance and production teams to ensure accurate diagnosis and resolution of product-related problems.
Process Improvement: Identify opportunities for process improvements in the warranty and service department.
Order Processing. Orders are to be entered efficiently and accurately. Warranty orders are to be processed within 24 hours.
Culture. Support a positive, customer-centric culture team wide through regular interaction, personal support, and advancing company goals.
Other duties. Include but not limited to, alert Quality Assurance of any trends or patterns, attend weekly customer complaints meeting with the management team to report on and review all customer complaints, work with outside contractors to perform warranty work, receive quotes for labour and ensure the pricing is reasonable. Approve warranty and service invoices from 3rd party contractors and dealer partners for warranty work performed. Issue RA’s and coordinate returns with the logistics department for items that need to be inspected, follow the company ISO9001 procedures.