Customer Service Representative

Job description

• Receiving all incoming phone calls, faxes and emails from customers and giving them the appropriate information to help the customer obtain what they need to complete an order or to begin the process of starting to create a new order.
• Enter Sales orders on a daily basis.
• Send out sales order acknowledgements.
• Submit all daily sales activity reports.
• Prepare and submit invoices to customers.
• Provide follow up information to the customer on open orders.
• Confirm shipments to the customer.
• Will be a key person in communicating with customer on new product development.
• Requires communication with key support personnel from the United States and Europe on a frequent basis.
• Responsible for all marketing material being available for customer's immediate use.
• Will be required to provide weekly reports to U.S. locations to support financial needs.
• Works with Quality Control to resolve customer or product quality issues.
• Seeks to always improve processes, procedures, and quality.

Requirements

• Bachelor or master degree.
• Customer services experience - min. 2 years.
• Written and spoken fluency in business English, second language would be an asset.
• Proficient in Microsoft Excel and Word, PowerPoint skills a plus.
• Excellent communication skills: verbal, written, listening skills.
• Professional customer service skills: solutions mindset, helping nature, passion for the customer and customer experience.
• Self-driven with attention to detail and follow-through.
• Focus on assisting clients – experience would be an asset.
• Ability to multi-task and work under pressure.
• Strong problem-solving skills.
• Resolve customer issues in a timely manner, pro-actively communicate to clients on progress and identified areas where clients can improve how they use client's solutions.
• Comfortable with a rapidly-changing environment.
• Ability to understand current clients' processes and guidelines.