Customer Service Representative

Customer Service Representative

Job Summary:

At W&H, we count on the customer service department to interact professionally with our valued customers when they have questions or concerns. We're looking for a highly skilled customer service representative to join our team and handle inbound and outbound phone calls, email requests, using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality. This person should also have experience in sales, as the opportunity may arise to promote company products and services. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, the representative will be integral in reinforcing our reputation for exceptional customer service.

Key Responsibilities:

• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency.
• Identify and address customer needs, with a goal of total satisfaction.
• Process customer orders in ERP system in a timely, accurate and efficient manner.
• Respond quickly, professionally, and accurately to customer inquiries regarding pricing, products, quotes, availability, orders, status, complaints, returns, and warranties.
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.
• Follow company guidelines and procedures for communications with minimal supervision.
• Engage and collaborate with sales team to resolve customer issues or discrepancies.
• Assist or work with other operations departments to expedite orders or resolve issues.
• Process daily credit card payments.
• Send weekly reminders of past due accounts.
• Coordinate LTL freight pickups.
• Build expert, dynamic knowledge of the company's products and services.
• Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review.
• Support sales team with follow up or information as necessary.
• Generate sales leads when opportunities arise.
• Recommend improvements to company processes for efficiency.
• Assist with physical inventory counts.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• Successful experience in a corporate environment.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Ability to multitask, manage time, and prioritize.
• Ability to work individually and as a team member.

Preferred skills and qualifications

• Experience in sales organization preferably having direct customer interaction and with dealers.
• Experience in a call-center environment dealing with products and repairs.
• Proven track record of meeting or exceeding expectations.

Job Types: Full-time, Temporary
Contract length: 12 months

Pay: $18.00-$21.00 per hour

Benefits:

• Dental care
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• Windsor, ON N8T 1J9: reliably commute or plan to relocate before starting work (required)

Work Location: In person