Job description

*SUMMARY* The customer service rep is responsible for assisting customers with all inquiries regarding the status of their orders, product availability, RMAs, credit notes, and other inquiries. CSR also supports customers with reporting requirements, EDI setup and test, as well as OE training on new processes. They also put forward the microcel.com advantage and train customers on order processing and invoice inquiries. *CSR Job Duties* * Responds to customer complaints and answers their inquiries via phone, email, or social media * Follows a scenario book to resolve product technical issues by phone or email Goal Zero and others * Amazon orders processing and Returns management * Finds and recommends positive resolutions or alternative options to customer requests or challenges * Handles product availability inquiries * Expedites new customers’ setups and ensures initial orders are processed in timely fashion; practically handhold the new customer from initial contact until the first order is processed * Assists with placement of orders, refunds, or exchanges * Answers questions about warranties or terms of sale * Helps customers with order tracking * Trains customers on using microcel.com for order processing, account and invoice inquiries * Provides customers with reports as needed * Helps create and transmit vendor specifics reports * Acts as the company gatekeeper * Communicates sales orders ETAs and changes to customers * Interacts with pricing specialist and sales support to facilitate customer pricing and product setups * Coordinates with Accounts Receivable to resolve customers and orders that are on HOLD * Updates customer orders ETAs and cancelations in ERP, WMS, and other platforms as needed * Processes RMA credits on timely fashion * Coordinates EDI setup and tests with service providers and customers * Tracks customer complaints and inquiries * Updates monthly KPIs * Other tasks may be assigned by the department’s manager, or team leader. *CSR Skills and Qualifications* · Order processing and maintenance in ERP · WMS hands on experience · Customer relationship role · Proficient in MS Office · Friendly, courteous, and tactful with customers without compromising company’s interests · Adherence to company policies and procedure · Excellent time management and coordination skills · Ability to learn new processes and train others (train the trainer) *LANGUAGE SKILLS* · Ability to communicate effectively in English oral and written. · Ability to read and interpret company product information · Ability to speak effectively before internal or external groups *DECISION MAKING AUTHORITY* · Recommends changes to policies and procedures to superiors · No expenditures or expenses without prior approval of superiors · Ability to multi-task, pro-active thinker, outside the box. · A good memory for detail, to help retrieve information quickly. · Strong problem solving skills. *PHYSICAL DEMANDS* · The candidate is expected to perform general office duties including using computer peripherals, answering telephone calls, filing, and maintaining a clean, professional work area. *GENERAL* · Must live within easy commuting distance to Newmarket.

Job Types: Full-time, Permanent

Benefits:

• Extended health care
• On-site parking
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Newmarket, ON

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