Job Title: Customer Service Representative Department: Customer Service Reports to: Customer Service Lead/Manager Classification: Non-Exempt Location: Welland, ON Travel: None Job Summary: The Customer Service representative interacts with customers by answering product and service questions and suggesting information about other products and services. Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. The ideal candidate will strive to make a positive impact on customers by developing relationships through exceptional care, positive communication, and a genuine interest in our team and the clients we serve. Duties/Responsibilities: Responsible for processing and expediting customer orders and quotes via phone, fax, or email. Provides assistance with technical support. Supports Quality Control with customer returns and complaints. Perform routine customer service tasks. Informs customers of unit prices, shipping date, anticipated delays, and any additional information needed by the customer. Checks the inventory control file for available stock to fill or manufacture orders. Computes price, discount, and delivery date of orders. Records special types of shipping, packing, or labeling required by customer orders. Assist with Shipping and Receiving responsibilities. Greets clients, visitors, and guests; determines the purpose of each person's visit and directs or escorts him or her to the appropriate location. Answers, screens, and directs phone calls to staff; Other duties as assigned. Education and Experience: High school diploma or general education degree (GED) required. 1+ year experience or related training; or equivalent combination of education and experience. Required Skills/Abilities: A pleasant, enthusiastic, well-spoken individual with a flawless dedication to providing excellent customer service. Excellent accuracy and attention to detail. Excellent verbal and written communication skills. Ability to work in a fast-paced environment. Ability to exercise sound judgment skills and solve problems. Proficient with Microsoft Office products such as Excel and Word. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Light work that includes moving objects up to 20 pounds at a time. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law. GWS Tool Group is a North American company that specializes in making custom, standard, and modified standard cutting tools. While we have the resources and capabilities of large companies in our industry, we maintain a small and service-focused approach. Our "Custom Comes Standard" philosophy reflects how we provide value to the market. We're known for being a one-stop shop for customized tooling needs, designing and manufacturing these tools in our various factories. What sets us apart is our ability to tailor our capacity to meet the unique requirements of our customers and their preferred partners. We encourage everyone to think creatively because with GWS, the possibilities are virtually limitless. GWS Tool Group is part of the Sandvik Group – A high-tech and global engineering company offering products and services that enhance customer productivity, profitability and sustainability. In 2023, the Sandvik Group had approximately 41000 employees and revenues of about 127 billion SEK.
