Customer Service Representative

The Customer Service Representative provides organization and execution for the day to day operations of the service branch. He/she provides the necessary sales and customer service skills to maintain and enhance our corporate image, and attain established targets.

Key Responsibilities:

• Ensure courteous, knowledgeable and efficient service to all customers to maximize 100% customer satisfaction
• Maintain established inventory control procedures
• Administer warranty, other company policy and procedures and make the day-by-day operational decisions
• Coordinate and follow up with customer parts and tool orders
• Co-ordinate all processes such as cash controls; returns; warranty; paper routines, to comply with internal audit standards
• Maintain cleanliness standard
• General service branch opening and closing responsibilities including cash registers and computers
• Implement branch promotions, and programs such as “Drop Box” in conjunction with Branch Manager
• Assist with shipping and receiving within the Branch
• Maintain and increase relationship with Field Representatives and Territory Managers in order to increase service business
• Support Service Technicians with repair and backlog when necessary
• Estimation and completion of repairs, including proper identification of SKU’s and parts needed
• Assisting Service Team when required of processing of service work orders, logging, tracking, follow-up
• Assisting Service Team Process customer requirements, parts, accessories, product through POS terminal and internal computer network (SAP/MGV)
• Provide parts identification, product application, product information to customers by phone, counter, mail and fax and Verify and administer warranty on products through date codes, parts condition identification
• Assist with shipping/Receiving when necessary

Requirements:

• Graduate of a community college/university
• Experience in retail sales is an asset
• Effective communication skills; leadership and consumer behavioral skills; experience in working directly with the public
• Demonstrate strong sales and organizational skills
• Ability to complete task in tight time frames
• Flexibility and strong team player aptitude
• Knowledge or experience working with Power tools
• Working Knowledge of computers, especially in Microsoft Office an asset