Department: Dynablast
Location: Mississauga
WHAT DO WE DO?
For more than 35 years, Dynablast has been a leading supplier of Pressure Wash Equipment, Components and Light Construction Equipment. We are a division of John Brooks Company Limited, which is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada, and has been in business for over 80 years!
Today, Dynablast continues to offer strong & well recognized brand names from within our industry, a full line of ETL & CSA certified equipment, strong inventory, next day shipping, and a team committed to our partners, our customers.
THE ROLE
We are currently searching for a Bilingual Customer Service Representative! Under the supervision of the Customer Service Supervisor, the CSR constantly strives to provide exceptional customer service and extensive technical & application-based knowledge to our customers. Making up a core component of the Dynablast Sales team, the CSR will demonstrate a passion for learning about Company products and will articulate those with perfection to customers. As well, the position is responsible to ensure all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor, passion for the industry, and maintains a “customer first” mindset.
DUTIES & RESPONSIBILITIES
Ensure a timely, professional response to all customer inquiries by:
Defining customer requirements – delivery, product, price, product identification, order status, etc.
Providing quality quotes
Coordinating with suppliers as necessary
Sending out technical information when appropriate
Providing feedback regarding order & shipment status
Referring advanced technical inquiries to the appropriate personnel
Efficient and timely entry of customer orders into order entry system by:
Developing a detailed knowledge of the order entry system
Focusing on details – ensuring correct price, product number, description, etc.
Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
Provide superior customer service by:
Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
Referring to others for technical recommendations as required
Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
Building customer relationships focusing on target accounts
Providing support for Level 1 technical calls
Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed
Assists the Outside Sales Teams by:
Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
Executing quotation follow-up as well as maintaining and updating sales quotation log
Other:
Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
Responsible for appropriate, timely and consistent self-development
Other related duties which may be assigned from time to time
Essential:
College Diploma in a related field
Strong written and verbal communication skills in both French and English
A minimum of 1-3 years of related experience (B2B customer service)
Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
Must exude an enthusiasm, passion, confidence, and an optimistic attitude
Must be a collaborative and a supportive team player
Excellent interpersonal and communication skills
Excellent attention to detail
Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
Must demonstrate initiative
Ability to develop and maintain key relationships with both internal and external contacts
Excellent planning, organizational, and time management skills
Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
Must have a passion for learning and staying current with the Company’s products to answer customer questions
A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation
Desirable:
Working knowledge of fluid handling equipment and technical/mechanical processes
Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems
WORK ENVIRONMENT
Fast-paced environment in a dynamic competitive industry
Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings
Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions
Canadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.
WHAT’S IN IT FOR YOU?
Competitive remuneration including base salary + incentive
Competitive vacation
Paid personal day program
Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
Company Group RRSP with employer matching
Annual health & wellness subsidy
FUN FACTS
The average employee tenure is 9 years
We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
We regularly host social events and gatherings to foster togetherness and fun
We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.
