Customer Support Representative - Chilliwack, Canada - IMW Industries dba Clean Energy

IMW Industries dba Clean Energy
IMW Industries dba Clean Energy
Verified Company
Chilliwack, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Position Overview:
The Customer Support Representative works with domestic and international customers/representatives to generate aftermarket parts, service sales, and support efficiently and professionally;


Duties and Responsibilities:


  • Responsible for acting as a liaison between customers and IMW;
  • Assists with complaints, orders, errors, account questions, and other queries;
  • Develop sales and service opportunities; recommend potential products or services to management;
  • Build sustainable relationships of trust through open and interactive communication; Supply services in an efficient, professional, and courteous manner;
  • Work with the Aftermarket team to ensure proper customer service is being delivered;
  • Follow communication procedures, guidelines, and policies;
  • Communicate on time on all inquiries, schedules, and shipments including forwarding tracking numbers and following up;
  • Participate in the development and refinement of aftermarket processes, functions, and services; This includes analyzing key performance indicators or another measure, tracking transactions and trends;
  • Understand shipping requirements for each specific market including document requirements, importation rules, duty structures, and other shipping logistics;
  • Keep records of customer interactions, process customer accounts, and file documents;
  • Assist with pricing structures, market feed, and marketspecific pricing information;
  • Know and understand workplace health and safety rights and responsibilities, always follow safe work procedures, and act safely;
  • Other duties as required.

Education and Experience:


  • High School Diploma;
  • Proven customer support experience;
  • Strong phone contact handling skills and active listening;
  • Familiar with ERP Systems and practices;
  • Customer orientation and ability to adapt/respond to different types of people;
  • Excellent communication and presentation skills;
  • Ability to prioritize and manage time effectively;
  • Minimum 2 years of experience or equivalent combination of education and experience.

Skills and other Qualifications:


  • Proficient in Microsoft Office (Word, Excel, and Outlook);
  • Experience with an Enterprise Resource System such as Microsoft Dynamics or SAP is an asset;
  • Ability to learn new programs as required;
  • Fluent in English with good interpersonal skills.
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