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Position Title: Customer Service Representative (CSR) - Utility Division

Location: Cambridge, Ontario - CANADA

Reports To: CSR Supervisor

Summary: Handle incoming phone calls, quotation requests and orders from customers via phone, fax and e-mail. Enter quotations and orders in the system. Inform customers of back-orders and other relevant information pertaining to their orders. Maintain customer contact database.

Essential Functions:

• Receives, reviews, and enters customer orders

• Facilitates resolution of inquiries and customer concerns related to the order delivery process

• Handles special projects, as assigned

• Responsible for building and maintaining relationships with an established base of accounts through excellent customer service

• Handles telephone inquiries about status, shipping, and standard pricing of products and/or services for all customers

• Supports order tracking, price quoting, and scheduling

• Responds to semi-complex complaints and disputes within reasonable limit of authority, and recognizes when to escalate customer issues

• Supports customers with referral to appropriate specialist for technical support and/or problem resolution when warranted

• Presents product promotions to customers in order to increase sales and customer awareness of product and service

• Uses the computer system to provide information on pricing, availability and alternate product selection to complete transactions

• Resolves pricing situations encountered during customer transactions using current sales policies

• Works effectively with others in a team based environment to accomplish organizational goals and to identify and resolve problems

• Assists with other tasks or projects as assigned

• Works with outside sales on pricing, problem solving and projects

Requirements:

• 4-year college degree required; Associates degree will be considered with 2-3 years customer service experience

• 5 years customer service experience in related field for applicants with some college coursework will be considered

• Microsoft Excel, Word, Outlook email experience required

• Problem solving skills required