US Customer Support

About the Role

You will be supporting our clients Parts business by providing exceptional customer service, processing orders accurately and on time (including change orders and return requests), and interfacing with multiple internal stakeholders, as well as the Manufacturing, Distribution and Service organizations both in the US and Canada. Successful candidates will demonstrate excellent communication skills, strong attention to detail, and the ability to multitask in a fast-paced environment.

Job Duties:

• Respond promptly (within 24 hours at the very most) to customer inquiries via phone and email, in a professional, courteous and efficient manner
• Assist customers with placing orders, product inquiries, pricing, and order status updates, as well as answer eCommerce and general invoicing-related questions
• Accurately enter Orders into Portal ensuring all required information is complete and correct as per the customer request and/or purchase order
• Maintain accurate and relevant records of customer interactions and requests, particularly as they relate to change orders and return/refund requests
• Resolve customer complaints and issues promptly, directing more complex problems that require additional assistance to the appropriate department for resolution (i.e., Finance, Technical Service, Manufacturing, Engineering, Sales, Marketing)
• Stay up-to-date on product offerings, pricing, and promotions
• Contribute to process improvement initiatives to enhance the customer experience
• Comply with all applicable OHSA, ESA, and other provincial regulatory laws, as well as company safety policies
• Any other duties as assigned by the Senior Executive Teams

Qualifications-

• Bachelors degree (in any field) or higher preferred.
• Proven experience in Customer Service and/or Order Entry roles, preferably in the Automotive, HVAC or adjacent industries space.
• Strong communication skills, both written and verbal, with a professional and courteous demeanor, and capable of cultivating strong interpersonal connections with customers.
• Excellent attention to detail and accuracy in all aspects.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Proficiency in using computer systems, including:
• Past exposure to ERP and/or Order Entry systems
• Gmail (Email, Chat) and Google Suite (i.e., Sheets, Slides, Groups)
• MS Office Suite (Word, Excel), namely in sorting and analyzing data
• Adobe PDF Creator and DocuSign, namely in creating/manipulating PDFs
• Ability to work independently, as well as part of a broader team, with a proactive, positive, resourceful and efficient attitude.
• Strong work ethic and commitment to excellence.
• Flexibility to adapt to changing priorities and willingness to take on additional responsibilities (as needed).