Customer Service Representative

Position Summary:

As the Customer Service Representative (CSR), you are responsible for managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction. As the CSR, you will act as a liaison, provide product/service information, answer questions and resolve any issues/concerns that our customers might face with accuracy and efficiency. At FSS the customer experience is key. Our commitment to our customers and the experiences they have with our company is at the heart of everything we do. As such, your position is vitally important to the financial and sustained growth of our company.

Duties & Responsibilities:

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Maintain solid customer relationships by providing quick, courteous, and concise information delivered with a high degree of professionalism
• Answer phones and emails with professionalism
• Order Entry Management – you will be responsible for managing the lifecycle of an order
• You will receive customer orders, enter orders into our system, confirm back orders to customers, coordinate shipping with our warehouse team, and fulfil invoices
• Resolve customer complaints, manage database records, draft status reports on customer service issues
• Data entry and research as required to troubleshoot customer problems
• Assist with inventory counts if necessary
• To carry out any other tasks which may be reasonably expected for the promotion and support of our business
• Any other such duties as may be determined by your reporting Manager

Position Requirements:

• Excellent interpersonal skills supporting a team environment
• Demonstrates exquisite people skills with a friendly customer-oriented approach
• Attentive – possesses the ability to really listen to customers and their needs
• Willing to go the extra mile to please our internal and external customers
• Strong planning and organizational skills with a sense of priority for deadlines and attention to detail
• Ability to recognize and react to changing work demands
• Proven ability to thrive in a fast-paced environment
• Excellent communication skills both verbal and written

Education, Experience, and Licensing Requirements:

• High school diploma, GED, or equivalent
• Excellent knowledge of Microsoft Office
• Experience with Salesforce, CRM program, M@GIC, ERP is an asset