Full-Time
Customer Care Associate
Jacobs & Thompson Inc
No salary listed
Toronto, ON, Canada
In Person
Bachelor's
Category
 Customer Experience & Support (1) |
|---|
Required Skills
Microsoft Office
CRM
Word/Pages/Docs
Customer Service
Excel/Numbers/Sheets
Microsoft Outlook
Requirements
- A minimum of 2 years of customer service or customer care experience.
- Strong customer service orientation.
- Excellent verbal and written communication skills.
- Strong organizational and time-management abilities.
- High attention to detail and accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving and conflict-resolution skills.
- Proficiency in Microsoft Office, particularly Outlook, Excel, and Word.
Responsibilities
- Serve as the primary contact for customer inquiries via phone, email, and other communication channels.
- Develop and maintain positive customer relationships through professional and responsive service.
- Provide product information, pricing, availability, and lead times.
- Respond to customer concerns and complaints in a timely and professional manner.
- Escalate complex issues as required and ensure appropriate follow-up.
- Process customer orders accurately and efficiently within enterprise resource planning systems.
- Verify order details, product specifications, pricing, and delivery requirements.
- Monitor order status and communicate updates to customers.
- Coordinate order changes, returns, credits, and cancellations as required.
- Investigate and resolve missing, incomplete, or incorrect orders.
- Liaise with Production, Shipping, Purchasing, and Sales teams to ensure timely fulfillment of customer orders.
- Coordinate delivery schedules and communicate potential delays.
- Support customers with shipping documentation and order tracking information.
- Assist in maintaining smooth communication between departments to meet customer expectations.
- Maintain accurate customer files, records, and account information.
- Update customer information in enterprise resource planning and customer relationship management systems.
- Prepare customer reports, order summaries, and service documentation as required.
- Monitor and maintain customer portals and electronic communication systems.
- Identify opportunities to improve customer service processes and efficiencies.
- Participate in departmental meetings, training, and continuous improvement initiatives.
- Maintain knowledge of company products, capabilities, and manufacturing processes.
Desired Qualifications
- A postsecondary diploma or degree in Business Administration, Customer Service, Supply Chain, or a related field.
- Experience in a manufacturing, distribution, or business-to-business environment.
- Experience with enterprise resource planning systems and order entry processes.
- Experience with Dynamics 365 or enterprise resource planning systems.