Job Description

Summary:
Tsubaki of Canada Limited is looking for a detail-orientated Customer Service Representative. This is a multi-function role that requires an individual to work with a number of different departments within the company. This role is responsible for receiving and processing orders, credits, and escalations in a timely and efficient manner. The role must maintain good customer relations by telephone, EDI, and e-mail communicating order information, diligently handling customer complaints, and processing expedites.

Essential Duties and Responsibilities:

• Process Orders, Expedites, and all other customer requests accurately with a high attention to detail in a timely manner.
• Consistently organize workload to ensure high priority and rush items are prioritized.
• Work well with other team members and departments to ensure customers receive the best service possible at every point.
• Effectively manage orders (phone, EDI, email) daily.
• Deal with customer issues, concerns, and complaints in a timely and efficient manner.
• Supply tracking information on shipments as the customer requires.
• Coordinate rush orders as required with Production and Shipping.
• Assist Inside Sales to expedite orders as necessary with Production.
• Issue Return Good Authorizations to determine quality issues, relay findings to customer, and process next step accordingly.
• Duties and Responsibilities may change as required.

Qualifications:

• Exceptional interpersonal and communication skills and be able to present the company in a professional manner and provide excellent written reports.
• Organization skills with attention to detail.
• Good math and problem-solving ability.
• Be personally motivated and able to provide creative thought.

Education and Experience:

• Minimum of High School graduation.
• The ability to communicate effectively in the French language is considered an asset.
• Strong computer skills with the ability to use Microsoft software (Excel, Word, etc.)
• Excellent verbal, written, and listening skills.
• Take ownership of all opportunities, challenges, and mistakes. 
• Willingness to identify personal strengths and weaknesses and accept training, coaching, and criticism. Commit to a personal plan of development as necessary.
• Able to handle a high-pressure call center environment where constant multi-tasking and prioritizing of daily work is essential.
• A positive and friendly phone manner is critical.
• A high level of empathy is required to identify customer concerns and convert them into a positive experience.
• Ability to gain customer trust and retain it.

Since 1973, the Canadian market has trusted Tsubaki of Canada Limited, a division of Japan’s Tsubakimoto Chain Co., to keep it moving smoothly. We cover the country’s needs from our Mississauga, Ontario-based head office and production/distribution facility, and our warehouse facility in Edmonton, Alberta. Tsubaki is undertaking a significant modernization as well, by adding CNC equipment, to improve our manufacturing capabilities in British Columbia.

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