Position Purpose:
Manage the customer service team to provide exceptional service to Canadian customer base. Establish departmental goals and priorities that improve efficiency and increase customer satisfaction. Increase contact with key accounts to strengthen relationships. Become proficient in all aspects of the CSR function to offer assistance during staff shortages. Assist in forecasting and provide monthly reports that highlight achievements and noteworthy news from customers and your department.
Essential Functions:
1. Establish annual departmental goals, priorities, metrics, standards, and training
2. Provide exceptional customer service, which includes focused attention to detail and prompt responses to customer requests, inquiries, recommendations, and complaints
3. Update customer service procedures as required to reflect current practices and to improve operating efficiency
4. Establish regular contact with key accounts to monitor customer satisfaction levels and conduct an annual survey to formalize results
5. Expedite standard and special orders. Track order progress in production and check on special requirements. Process RGA's, credit requests and misc. shippers as required.
6. Communicate in a thorough and timely fashion with all departments as needed on issues, projects, new product inventory requirements, changes to customer sales patterns, etc.
7. Communicate in a thorough and timely fashion with field reps. Inform salesmen on quotations, pricing, customer problems and leads.
8. Act as a facilitator between CSR's and other departments to move projects / requests forward in a timely fashion.
9. Process incoming sales orders. Assist customers in selecting appropriate model. Configure part numbers and initiate cost packages for new applications as required.
10. Maintain appropriate records for assigned customers. Record quotations, special terms and any actions needing follow up. Keep files on customer contacts and buying patterns.
Education and Training:
* College or University degree in Marketing, Business or a related field preferred.
* 3-5 years' experience in Customer Service, Sales or related preferred
* Experience in an AS400 based computer system.
* Proficient in Excel and Word
* Excellent communication skills required, French an asset
* Mechanical inclination
Minimum Qualifications:
* 1-2 yrs. previous Customer Service experience Truck & Trailer Industry preferred
* Previous experience with Microsoft Office and AS400 would be an asset.
* Ability to use MS office. Solid basic computer skill
* Excellent decision-making skills and ability to work independently
* Good communication skills
* Strong organizational skill and ability to manage multiple customers and shifting priorities
* Mechanically inclined
Physical Demands:
* Mostly desk job, must be able to sit for extended periods of times
* Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping
* While performing the duties of this job, the associate is regularly required to sit long hours, talk and hear conversation in person or over the phone
* Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance
* Ability to continuously operate a computer for extended periods of time, up to a full work shift
* Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift
* Having good eye-hand-foot coordination
Environmental Conditions:
* Normal working environment, mostly within the office
* Many Phone conversations while working with customer or in person
* An enclosed environment with limited sunlight accessibility
Behavioral Traits:
* Ability to work independently and in a team environment
* Dependable and Reliable
* Attentions to detail and self-motivated
* Ability to simultaneously handle multiple tasks
* Ability to prioritize workload
* Ability to learn and suggest process improvement through problem solving
Hendrickson is an equal opportunity employer and encourages all qualified applicants to apply. Accommodations are available for all parts of the recruitment and selection process. If you require accommodation, you can call [Phone number shown when applying] and ask for human resources. A recruitment team member will respond by the end of the next business day. Only those applicants selected for an interview will be contacted.