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About us
AD WATERS, a company specializing in the field of plumbing with over 30 years of experience has developed a deep knowledge and expertise of the North American market and its specificities.
Note: The masculine form is used to lighten the text, and, without prejudice to the female form. We thank all candidates for their application; however, please note that only qualified candidates will be contacted and considered for potential employment.
Job summary
The incumbent will be responsible for responding to inquiries, providing information and making recommendations regarding products distributed by AD Waters and supervise a team of customer service representatives.
Tasks and responsibilities
- Ensure that customers receive optimal service before and during the process of purchasing a product via several means (phone, e-mail…)
- Ensure that customers are satisfied by offering fast, reliable and accurate service for any request made by email, telephone or at the reception desk – for any questions regarding an order, information, the availability of a product, its features, price, warranty, etc.
- Help customers find the answers they need with the various tools available online
- Recommend the right spare parts and / or alternatives to customers – and at the best price
- Track production, shipping and billing orders
- Follow up to ensure receipt of the order by the customer
- Directing customers to the technical service department for all requests of a technical nature
- Provide sales representatives with support for product, inventory, ETA, CRM, and tracking requests
- Assist other colleagues and other related tasks
- Help Accounts Receivable department with up-to-date accounts’ balances
- Maintain files, ensure efficiency in retrieving documents, and archive closed files for easy accessibility
Qualifications
- High school diploma or equivalent
- ASSET: Minimum of 1 to 3 years of experience in customer service and/or in the plumbing industry
Skills
- Have the speed of learning
- Ability to handle multiple cases simultaneously
- Well-developed communication and interpersonal skills
- Supervising, Teaching and Training
- Constant helpful attitude towards the customer
- Bilingual both written and spoken (French and English) to meet American and Canadian clients
- Good stress management during busy times
- Good knowledge of the Microsoft Suite
- Knowledge of Epicor software (an asset)
Job Types: Full-time, Permanent
Salary: From $45,000.00 per year
Education:
- Secondary School (preferred)
Experience:
- Customer support: 4 years (required)
- Distribution Industry: 1 year (preferred)
- Plumbing Industry: 1 year (preferred)
- ERP systems: 3 years (required)