Job Description: Founded in 1904, ESAB Corporation is a premier narrowly diversified global leader in connected fabrication technology and gas control solutions. Our rich history of innovative products, workflow solutions, and business system, ESAB Business Excellence, enables our purpose of Shaping the World We Imagine™. Reporting to Customer Service Manager in our Mississauga Canada office, the Customer Service Representative- 12 month contract is responsible for responding to customer inquiries and resolve customer concerns with minimal supervision. This position will require strong communication and problem-solving skills with the ability to handle large or major accounts. Primary Duties Uses resources and support systems to investigate, analyze and resolve outstanding issues to achieve customer satisfaction. Develops customer relationships by phone, written correspondence, fax or email Accepts ownership of individual results including maintaining process and call center quality standards. Responds to internal/external inquires regarding order entry, order status, returns, product and warranties. Acts as liaison between the customer and ESAB. Ensure all processes in department comply with ISO 9001 standards or policies while promoting a quality mind set for all employees. Provides general product knowledge/features and benefits of ESAB products. Order Entry, RMA’s, Credits, Quotes. Other duties as assigned to support business initiatives. Qualifications 3+ years of customer service or related experience. Ability and skill to up sell. Ability to work both independently and as part of a team. Ability to work well under pressure along with excellent oral and written communication skills. Accepts additional responsibility willingly. Capable of handling large or major accounts. Computer literate with skills in MS Office programs, expert with 10 Key and skilled with SAP. Consistently exceeds expectations in all performance areas including scorecard initiatives. Demonstrates professionalism and represents a positive image for the company. Demonstrates responsiveness and sense of urgency when dealing with customers. Excellent verbal and written communication. Ability to resolve outstanding matters. Demonstrates responsiveness and a sense of urgency when dealing with customers with the demonstrated ability to resolve outstanding issues. Willingness to work a flexible to schedule when necessary. Makes good decisions, works independently and with minimal supervision when required. Demonstrated ability to show initiative and work autonomously. Strong listening and interpersonal skills, with the ability to develop and maintain effective working relationships. Strong organizational skills with the ability to handle multiple tasks and able to analyze problematic situations for our customers. Working Conditions Remains in a stationary position for most of our working day, involves stairs, walking stooping and standing. Constantly operates a computer and other office productivity machinery including but not limited to printer, tablets, cell phones. Currently working 3 days in the office and 2 days at home and this is subject to change. ESAB is a world leader in the production of welding and cutting equipment and consumables. Our innovative, world-renowned equipment and solutions are developed with input from our customers and built with the expertise and heritage of a global manufacturing leader.
