Job Description:
Our Customer Service Representatives are responsible for completing the entry of customer orders and communications while ensuring accuracy and timeliness in processing. This role includes coordinating workflows, supporting other members of the Customer Service Team, and liaising between departments (shipping, purchasing, marketing, administration and warehouses) to fulfill client requests. Customer Service Representatives foster a collaborative work environment and maintains high customer satisfaction by delivering accurate and efficient service. In their free time this role will assist other departments with ongoing projects depending on need.
The Customer Service Representatives must embody key traits such as being a self-starter, highly productive, mature, reliable, empathetic in understanding customer needs, proactive in problem-solving, adaptable to change, detail-oriented, and an excellent communicator with strong interpersonal skills. Service is our number one priority!
Key Responsibilities:
- Manage daily order entry, ensuring accuracy, timely processing, and proactively address back orders.
- Assist in the handling of incoming calls, emails, and web chats, ensuring timely and accurate responses.
- Communicate with customers including; dealers, company sales team, installers, homeowners, and other internal departments to provide accurate, timely information.
- Serve as the primary point of escalation for complex order-related issues.
- Complete required paperwork on time, including order/credit processing and return material authorizations.
- Identify opportunities to transfer inventory between Canadian and US warehouses in order to meet customer needs.
- Support the company sales team with essential administrative tasks, ensuring accuracy, timeliness while following company procedures.
- Monitor and adjust workflows to align with customer needs and operational capabilities.
- Proactively review customer orders to find old/stale orders and communicate these to the company sales team.
- Continuously seek process improvements for better quality and efficiency.
- Other related duties as required
Required Skills & Qualifications:
- Excellent verbal and written communication in English
- Strong organizational and leadership skills
- High degree for attention to detail
- Ability to work independently and as a part of a team
- Ability to multi-task while maintaining data accuracy
- Reliable and takes pride in their work
- Ability to problem solve and possesses conflict resolution skills
- Possess a positive attitude with a passion for Customer Service
- Proficient with Outlook and Microsoft programs like Word and Excel
- Must possess a minimum of 2 years customer service experience
- Must possess reliable transportation – the office is not accessible by public transit
- Ability to speak French is an asset
Reporting:
- Reports directly to the Customer Service Manager
About Canadian Stone Industries:
CSI - All Things Stone (an Instone Company) has been one of North America's leading wholesale distributors and representatives for innovative stone veneer and masonry related products for over 35 years. CSI and Instone have offices located in the Vancouver and Chicago areas and distribution warehouses strategically located throughout both Canada and the US. This is how we effectively service our dealer network of over 1000 leading masonry suppliers in both Canada and the United States. Integrity, relationships, and personal development have been our core values since our inception and our fun, flexible, and supportive culture has created a strong, positive, family-like work environment.
Pay: $23.00-$25.00 per hour
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
Flexible language requirement:
Experience:
- Customer Service: 2 years (required)
Language:
Work Location: In person
