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Customer Service Representative

Full Time

The Customer Service Representative will be the main contact for assigned customers of ECCO Manufacturing. This role is critical for our business operations as it’s responsible for communicating with other ECCO Manufacturing departments to ensure an effective flow of information.

The Customer Service Representative will perform all duties in a timely and orderly fashion to the best of their abilities and with the utmost due care, integrity and professionalism

DIVISION

ECCO Manufacturing

REPORTING STRUCTURE

Reports to: Distribution Manager

KEY RESPONSIBILITIES

General Duties:

  • Make a personal commitment to consistently provide superior customer service to ECCO’s customers so they will want to do repeat business with ECCO Manufacturing
  • Maintain good working relationship with all co-workers and ECCO employees
  • Read and comply with ECCO’s Human Resources Policies and Procedures
  • Read and comply with ECCO’s Health & Safety Policies and Procedure
  • Assist in the success of ECCO’s Safety Program with suggestions, by setting a good example, and by ensuring that safety is at the forefront of your actions while at work

Customer Service Representative:

  • Regularly monitors and responds to phone lines as first point of contact for ECCO Manufacturing
  • Responsible for maintaining a high level of professionalism with clients as first point of contact
    and working to establish a positive rapport with every called
  • Customer liaison regarding general inquiries, customer complaints, etc. to ensure follow up is
    carried through to customer satisfactio
  • Follow-up orders in progress to ensure shipping dates are met; as well as contact customers when back orders are available
  • Ensure all discrepancies are handled immediately Invoicing as required
  • Participate in yearly inventory counts
  • Update and maintain the Distribution Back Order Report and Outstanding Order Report (PRO25) daily
  • Communicate regularly with ECCO Manufacturing’s Scheduling & Purchasing Department to ensure a high order fill rate by maintaining efficient stock levels
  • Maintain continuous communication with Procurement until an order is complete
  • Report any accidents, incidents and near-misses immediately to the Operations Manager
  • Pursue educational courses in-line with assigned duties to improve product knowledge
  • Help in any other areas of branch operations as requested by the Operations Manager

Qualifications

  • Previous working experience in a customer service oriented role is a requirement
  • Previous experience with data entry, order processing, and/or invoicing is an asset
  • Minimum typing speed of 40 words-per-minute (W.P.M.) is an asset
  • Strong computer skills, with the ability to multi-task data-entry and order processing efficiently
  • Ability to work as part of a team and independently
  • Ability to adapt/respond to different types of personalities
  • Ability to prioritize, multi-task, and manage time effectively
  • Resourceful team player who excels at building trusting relationships with customers and colleagues
  • Excellent communication skills; high energy, enthusiastic with proven people skills, and problem solving skills

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