About this role
Department: Dynablast Location: Mississauga, ON or Laval, QC, or Edmonton, AB
WHAT DO WE DO? For more than 35 years, Dynablast has been a leading supplier of Pressure Wash Equipment, Components and Light Construction Equipment. We are a division of John Brooks Company Limited, which is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada, and has been in business for over 80 years!
Today, Dynablast continues to offer strong & well recognized brand names from within our industry, a full line of ETL & CSA certified equipment, strong inventory, next day shipping, and a team committed to our partners, our customers.
THE ROLE We are currently searching for a Bilingual Customer Service Representative! Under the supervision of the Customer Service Supervisor, the CSR constantly strives to provide exceptional customer service and extensive technical & application-based knowledge to our customers. Making up a core component of the Dynablast Sales team, the CSR will demonstrate a passion for learning about Company products and will articulate those with perfection to customers. As well, the position is responsible to ensure all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor, passion for the industry, and maintains a ?customer first? mindset.
DUTIES & RESPONSIBILITIES Ensure a timely, professional response to all customer inquiries by:
• Defining customer requirements ? delivery, product, price, product identification, order status, etc. • Providing quality quotes • Coordinating with suppliers as necessary • Sending out technical information when appropriate • Providing feedback regarding order & shipment status • Referring advanced technical inquiries to the appropriate personnel
Efficient and timely entry of customer orders into order entry system by:
• Developing a detailed knowledge of the order entry system • Focusing on details ? ensuring correct price, product number, description, etc. • Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action Provide superior customer service by:
• Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts • Keeping customers informed of status of orders, inquiries, shipments, problems, etc. • Referring to others for technical recommendations as required • Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers • Building customer relationships focusing on target accounts • Providing support for Level 1 technical calls • Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed Assists the Outside Sales Teams by:
• Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts) • Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep • Keeping in regular communication with Outside Sales team ? informing them directly of any issues, concerns, or problems with their accounts • Executing quotation follow-up as well as maintaining and updating sales quotation log Other:
• Implement the company?s strategies and vision by acting on opportunities to ?up-sell? or ?cross sell? with customers for expanding business and encouraging the ?systems approach? • Responsible for appropriate, timely and consistent self-development • Other related duties which may be ass