Customer Service / Inside Sales Representative in Montréal

Key Job Responsibilities:

• Understand customers' needs and provide exceptional service.
• Analyze and prepare customer quotes in a timely manner.
• Check all pricing and delivery information before entering sales orders.
• Collaborate with the PLP team to meet customers' expectations and continuously improve our service.

Reports to: Sales & Marketing Director

Primary work location: Lachine, Quebec

Travel requirement: Minimal

Tasks & Responsibilities:

• Customer Service: Handle all requests from customers that come via email or by phone and coordinate inquiries with customer service, sales, and technical support teams.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts.
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner; follow up to ensure resolution.
• Collaborate with Sales Managers on managing customer's activities and improving our competitive position.
• Process new customer accounts/profiles with the Accounting Department.
• Other duties as required.

Quoting:

• Receive, analyze, and prepare requests for quotations in coordination with Sales Managers.
• Understand customer needs for product, delivery, and price and assess competitive information.
• Coordinate support from Technical Support, Supply Chain, and Operations to address product, cost, packaging, and lead time requirements for the quotation.
• Follow established practices for quoting process to ensure documentation of interactions and approvals.
• Collaborate with the sales team on follow-ups and documenting won/loss status in ERP/CRM.

Order Entry and Management:

• Follow order entry process to ensure order conditions are met and accuracy of all pricing and delivery information.
• Provide order tracking information, advise stock availability, and provide information regarding the status of customer purchase orders.
• Collaborate with Operations, Supply Chain, QC, and Engineering to ensure customer expectations are met and managed on their orders.

Job Requirements:

• Excellent inter-personal skills.
• Excellent communication skills across all formats (phone, in-person, email, etc.).
• Strong collaborative and team skills.
• Excellent attention to detail under tight timelines.
• Ability to multi-task and coordinate responses to multiple customer requests.
• Spoken and written languages: English / French bilingual.

Experience / Education / Skillset:

• 5 years of previous customer service experience an asset.
• Proficient in Microsoft 365, especially Word & Excel.
• Capability to interact professionally with customers and suppliers.
• Working knowledge of Epicor ERP or other ERP software and Hubspot CRM.

Work schedule: Full Time - Minimum 4 days in office. Work schedule: 8am to 4:30pm, 40 hours a week.

Overview: PLP protects the world’s most critical connections by creating stronger and more reliable networks. PLP's critical infrastructure solutions serve a wide range of customers, including power utilities, telecommunications network operators, cable television and broadband service providers, construction contractors, agricultural enterprises, corporations and enterprise networks, government agencies, and educational institutions. PLP has been manufacturing in Canada since 1985. Our two ISO 9001 certified facilities and local engineering team allow the company to respond to Canadian customers’ needs quickly and with precision. With locations in over 20 countries, PLP and its Canadian subsidiary PLP Canada work as a united global corporation, delivering high-quality products and unparalleled service to customers in Canada. A steadfast commitment to quality is not just a goal at PLP, it's the guiding principle of everything we do. We offer a competitive pay and benefits package that includes life insurance, health insurance, dental insurance, vacation days, and paid holidays, as well as a deferred profit-sharing retirement program. We value diversity and inclusion and foster a workplace in which all employees respect one another and work together to achieve common goals.