Beta-Calco Looking for Customer Service Representative at Toronto, ON Full Time

Customer Service Representative / Customer Service Account Manager

We are a fast-growing manufacturer of high-quality, performance, architectural/commercial lighting products. With customer-focused technology, exceptional after-sales service, a twenty-year track record of constant product innovation, and vertically integrated manufacturing in Toronto, we continue to execute our growth strategy. We are a third-generation family-owned business with a modern, flat organizational structure offering solid opportunities for career advancement.

Beta-Calco is seeking a dynamic Customer Service Account Manager to join its team. The CSAM is primarily responsible for providing superior customer service for Beta Calco’s sales representative and Regional Sales Managers (RSM) to support and enhance Beta-Calco’s brand. This includes following established policies and procedures, using problem-solving techniques to solve root causes of problems, and providing high-quality customer satisfaction. The CSAM is the point of contact for customer orders, inquiries, complaints and compliments and works as a liaison between sales reps, RSMs, and internal staff.

If interested in the position, please submit complete our assessment. For all interested candidates, the assessment is mandatory for the application process : https://apply.wonscore.io/ZWCVFU/Beta-Calco

* Open to remote candidates based on geographical location.

Essential Duties and Responsibilities:

• Process customer orders within 24 hours of approval and send order confirmations
• Process order changes according to established company policies and procedures.
• Provide timely and accurate information in support of customer order status and product performance inquiries from Reps and RSMs.
• Perform courtesy calls to ensure previous requests and/or problems were resolved satisfactorily
• Build, strengthen and maintain positive business relationships by establishing rapport with Reps. Gain an understanding of customers’ requirements and obtain customer feedback to disseminate throughout the Company.
• Manage the distribution and storage of samples required by RSMs.
• Maintain in-depth working knowledge of the company’s products, systems and processes and stay up to date with any product or system changes or newly introduced products.
• Partner with Marketing, Manufacturing, Production, Engineering and Shipping to fulfill and exceed customers’ expectations. Work closely with all departments to understand issues and limitations that may compromise lead times or limit product offering. Communicate information effectively to RSMs or Reps.
• Monitor production order status and schedules and expedite delivery per customer requests, notify agents of any delays.
• Contribute to the team effort by accomplishing set goals as determined by your Supervisor.
• Be capable of reading, understanding, explaining, and responding to customer contract Terms and Conditions and other Order/Contract attachments.
• Provide timely feedback to the company regarding service failures or customers concerns and manage RMA’s for re-work.
• Maintain in-depth knowledge of company website features to provide assistance to RSMs and Reps.
• Provide Reps with product solutions or alternatives within the scope of their project and within their budgeting requirements.
• Investigate warranty issues and claims. Maintain detailed warranty files for documentation.
• Perform special projects and other related duties as assigned.
• When required provide back-up to the Inside Sales Manager with providing product pricing and quotes to RSMs and Reps.
• Inform the accounting department of new customers that require setting up and/or credit checks.

Skills and Qualifications:

• Minimum College diploma or University degree.
• Two or more years experience in Customer Service, experience in manufacturing sector an asset
• Working knowledge of the lighting industry is an asset.
• Excellent telephone and email etiquette.
• Excellent written and verbal communication skills.
• Excellent organizational skills.
• Excellent problem-solving skills.
• Basic Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, percentages and volume. Apply concepts of basic arithmetic.
• Ability to work under pressure and multitask in a fast-paced environment.
• High level of proficiency with Google programs and Excel.

Beta Calco Inc. is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment and selection process, please indicate so by notifying Human Resources.

Job Types: Full-time, Permanent

Additional pay:

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Application question(s):

• Have you completed our mandatory assessment : https://apply.wonscore.io/ZWCVFU/Beta-Calco

Experience:

• Customer Service in manufacturing sector: 1 year (preferred)
• Customer Support & Client Services Occupations: 2 years (preferred)