Customer Service/e-commerce Representative

This position is responsible for providing superior customer relations service to both external customers and internal customers by providing product and service information, resolving product and service matters and handling any other issues that may arise.

• *Responsibilities**:
• *Customer Service/Sales**:
• As the first point of contact, professionally assist and direct the caller in a respectable manner.
• Establish and maintain a professional working relationship with both internal and external customers - staff, dealers, representatives, etc.
• Priority to process orders accurately and efficiently from various sources: dealers, reps, internal staff, etc.
• Ensure orders are checked within 24 hours before order is ready to be shipped.
• Detailed knowledge of all products to support customers’ questions or concerns.
• Assist the shipping department with clarification of delivery requirements; as required.
• Provide information and assistance relating to products, services, freight rates, promotions, etc.
• Ensure timely follow-up on all pending customer issues.
• Processing and recording all modifications to orders after entry.
• File saving all correspondence electronically upon receipt of rep and internal/external customer inquiries, orders, updates, etc.
• Maintain customer profile - information as required.
• Obtain various information/updates from colleagues within various departments in a timely and courteous manner for both rep/customer.
• *E-commerce**:
• Troubleshoot with the administrative team in a corporative manner as issues arise.
• Optimize business workflows and order implementation with sales and production teams.
• Monitor eCommerce orders and reports to meet shipping deadlines.
• Coordinate with Operations and Supply Planning to make sure inventory is available and orders are being shipped properly.
• Manage and review product presentation and pricing on site to ensure correct categorization, images, copy, pricing, and promotional offers are accurate and meet internal requirements.
• Work across various teams (marketing and sales teams) to create a branded online experience.
• Work with digital marketing programs for successful integration and program development to be coordinated across all online channels for deeper consumer engagement.
• Assist in developing innovative processes internally and externally to efficiently strengthen and grow B2B and B2C partnerships and business.
• Responsible for quality of work in terms of accuracy and content.
• Other duties as required.
• *Education/Experience Required**:
• Completion of secondary school required; college or other post-secondary programs an asset.
• Previous order desk experience preferred but not required.
• Fluent in English language, French is an asset.
• *Technical Knowledge/Experience**:
• Experience with Microsoft Office programs (Excel, Word, Outlook, etc.)
• Working experience with SAP.
• Experience with navigating and managing e-commerce vendor portals, vendor set up, and order implementation.
• Must possess analytical skills and strong Excel skills.
• *Behavioral**:
• Strong attention to detail, organizational skills, and ability to manage multiple tasks simultaneously.
• Excellent communication skills; verbal and written.
• Energetically focused to meet goals and missions both departmentally and corporately.
• Instilling positive and ongoing partnerships with both internal/external customers.
• Ability to organize and prioritize.
• Detail and deadline oriented.
• Ability to manage multiple concurrent projects.
• Agility in adapting to change.

The work environment and physical demands detailed above are representative of those encountered while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• *Disclaimer**

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.