Lawson Products Customer Service Representative in Mississauga, Ontario
Customer Service Representative
Location ON - Mississauga
Bilingual Customer Service Rep - Int 10:30am - 7pm
Under general supervision, provides specialized customer service and administrative support to Lawson Products’ sales agents and customers.
Duties and Responsibilities:
Receives, investigates, documents, and responds accurately to all inquiries (via phone, fax, email and other internal systems) including orders, returns, shipment status, products, and invoices in accordance with established procedures.
Interacts with sales representatives and agents, customers and other internal departments on daily basis.
Performs order entry. Enters orders into Manual Order Entry system (MOE).
Inputs orders, modify existing orders and communicates as necessary to ensure internal data remains accurate. Verifies account balances as needed.
Answers product questions as the first line of response. Provides part numbers from the description of a product. Translates new part numbers from old part numbers. Suggests product based on customer requirements.
Facilitates resolution of transaction discrepancies and customer complaints to ensure both immediate and long-term resolution.
Expedites delivery per customer requests, and verifies orders are fulfilled on-time and per customer specifications. Research and provide proof of delivery upon request.
Identifies variances including delivery dates, price, and order quantities, and initiates communication to the respective customer to ensure resolution.
Advises customers of the status of open items including but not limited to: order processing, product audits, routing, and quotes.
Ensures compliance with all federal and provincial/territorial laws as well as company policies with regards to restricted product availability. (e.g. hazardous materials)
Obtains, documents, and shares customer feedback proactively.
Attends and participates in departmental training and communication meetings.
Required Skills and Abilities:
Must be bilingual in both English and French.
Must possess strong analytical skills and have the ability to make sound decisions.
Previous customer service experience. Formal customer service soft skills training a plus.
Previous manufacturing/distribution and sales experience a plus.
Strong PC skills and proficiency in Microsoft Word & Excel. Lotus Notes preferred.
Ability to write correspondence to customers and sales agents in a professional manner.
Ability to maintain customer orientation and multi-task in a fast-paced environment.
Aptitude for product knowledge - must become proficient with the online catalog.
High School Diploma or GED with 3+ years experience in an inbound call-center environment, or an equivalent combination of education and experience. Previous sales experience helpful.
Attendance and punctuality are important for performance.
Bright, friendly and energetic person committed to delivering exceptional customer service, Excellent written and verbal communication skills are a must.
Results oriented team player with the ability and willingness to produce accurate work, follow through and make informed decisions.
Must have good problem-solving skills and a strong sense of urgency.
Participative by nature, offering creative ideas for process improvement.
Available for a10:30am-7:00pmwork schedule.