Customer Service Representative – Toronto

Customer Service & Order Management Representative

Location: Etobicoke, ON

We are currently looking for a detail-oriented and customer-focused Customer Service & Order Management Representative to join our team. This role is essential in ensuring our clients receive outstanding service and support throughout their purchasing journey.

Primary Responsibilities:

Customer Service & Order Entry:

• Deliver exceptional customer service over the phone, via email, fax, and in-person at our showroom.
• Accurately enter sales orders into the ERP system, ensuring confirmations are shared with customers.
• Respond promptly to customer inquiries, ensuring timely resolution of questions and requests.
• Ensure sales orders are entered with correct customer pricing or per quoted project terms.
• Address and resolve all technical support inquiries with efficiency and professionalism.
• Process return claims by collecting and verifying required documentation.
• Relay keying requests to the appropriate internal department.
• Coordinate with Accounts Receivable to monitor customer credit limits.
• Notify Account Managers when orders are returned or refused upon delivery.

Pick-Up Counter Management:

• Prepare and organize customer orders for pick-up.
• Group same-customer orders and file them correctly in designated pick-up slots.
• Ensure the pick-up area is current and organized; follow up with customers for orders not picked up within two weeks.

Back Order Management:

• Generate and review back order reports to identify which orders are ready to ship.
• Allocate inventory and print Sales Orders for shipping.
• Monitor and manage orders that are to be shipped complete.

Return Merchandise Authorization (RMA):

• Assess customer return requests and validate the provided information to issue RMA numbers when appropriate.
• Determine and communicate any applicable restocking fees.
• Input RMAs into the ERP system and attach supporting documentation.
• Communicate clearly with customers regarding any issues with authorized returns, and coordinate next steps including returns, repairs, replacements, or credit issuance.

Qualifications:

• 2+ years of experience in customer service, order management, or a related field
• Strong attention to detail and organizational skills
• Proficiency in ERP systems and MS Office Suite
• Excellent communication skills in both verbal and written formats
• Ability to manage multiple tasks and prioritize effectively
• Bilingualism (French/English) is an asset