Customer Care Representative

ABOUT THE COMPANY

Phoenix Contact's roots are in Germany. Our headquarters are in Blomberg. Originally founded in Essen in 1923, we have grown over the years. With over 50 subsidiaries worldwide, we truly have Global reach. Together with customers and partners, we design solutions for the future using trend-setting connection and automation technology. Wherever they are needed - for example, in transportation infrastructure, electromobility, for clean water, regenerative energies and intelligent supply networks, or energy-efficient machine building and systems manufacturing. We face up to technological developments and the associated changes in society. With more than 100 years of experience in the field of machine building and automation, we are working on tomorrow's intelligent production today.

DESCRIPTION

The primary responsibility of this role is to act as the first point of contact to our customers and respond to inquiries regarding our products and services.

We are searching for individuals who demonstrate initiative and leadership, enjoy the challenge of solving problems and are able to work within a customer service team.

POSITION RESPONSIBILITIES

Customer Service

• Treats customers courteously
• Responds to customer requests in a timely manner
• Proactively identifies customer needs
• Takes responsibility to resolve customer complaints
• Elicits feedback from customers to monitor their satisfaction
• Liaise with other departments/divisions to promote positive customer experience

Order Administration

• Accepts and processes orders, following established business rules including customer changes and cancellations. Emphasis is on error-free order management and same day order entry
• Expedites orders to prevent downtime. Qualifies and processes emergency and/or expedited orders and shipments in a timely manner
• Proactively communicates with customers about order verification, order status, pricing and shipment status. Collaborates with various departments to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests
• Actively seeks to maintain accurate delivery dates
• Processes sample requests in accordance with established guidelines
• Maintains accurate and organized records

Customer Maintenance & Satisfaction

• Assists in maintaining account and contact information in CRM
• Promotes customer satisfaction by developing and maintaining excellent relationships with distributors, customers and departments within the organization
• Supports RMA (Returned Material Authorization) process via CRM system and assists in resolving issues in a timely manner to maintain customer satisfaction
• Handle customer complaints - investigate/analyze situation, keep the customer informed, work with other teams, follow through

Other duties

• Proactively assists in creating awareness of promotions/specials through email, phone calls and ensure CRM is updated
• Assists in cross-selling and upselling products where possible
• In addition to those listed above, you may be asked to complete other duties as requested.

QUALIFICATION REQUIREMENTS

• Previous experience in a Customer Support / Service role
• Excellent Knowledge of MS Office Software
• Experience with ERP and CRM software packages
• Interest in new technologies is a plus
• The ability to multi-task is essential

ESSENTIAL JOB REQUIREMENTS

• Excellent Communication Skills
• Detail oriented and Accurate
• Creative thinking and problem solving
• Sense of urgency
• Excellent time management and organizational skills.
• Ability to work in a team environment and/or independently is considered critical

We are offering an attractive remuneration package, employee benefits and the opportunity to contribute to a fast-paced growing company with dynamic leadership and a history of growth and profitability.

Awarded one of Canada’s Best Workplaces, we recognize people as our most valuable resource. We are an equal opportunity employer.

To apply for this position:

Interested candidate may reply in complete confidence by submitting a resume with a summary of achievements to the HR Mailbox at [email protected]

Phoenix Contact Ltd welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We appreciate your interest; however only candidates selected for interviews will be notified.