Customer Services Representative

immvan

- 729 Powell Street, Vancouver V6A 1H5 [房屋]Position Title                      : Customer Service RepresentativeDepartment                       : Customer ServiceReport to                           : Customer Service Team LeaderTerm                                 : Permanent, Part-timeLocation                            : Vancouver Position SummaryThe Customer Service Representative acts as a primary contact for the day to day service and liaison between customers and sales. The incumbent is responsible for the daily order taking and processing of customer orders on an accurate and efficient basis.  The incumbent is also required to respond to enquiries and emergencies, handle and investigate complaints and liaise with different departments to relay information to the customers and vice versa. Major Position Accountabilities•                   Take live calls and confirm purchase orders.•                   Retrieve messages and order purchase from voice mail during off hours.•                   Process telephone enquiries by routing calls, paging and taking messages.•                   Type up orders and generate delivery notice on the computer.•                   Be a second checker on mass orders to ensure 100% data entry accuracy.•                   Make outbound calls to customers or brokers from the DSD & Mass Market Call-Out List.•                   Coordinate with shipping and warehousing department to ensure the correct orders are taken and shipped out in a timely manner.•                   Post orders when the deliveries are completed.•                   Prepare Standing Orders by typing new delivery note for each customer with specific orders on a daily list for next day delivery.•                   Inform Master Scheduler of mass and special orders in advance.•                   Inform Master Scheduler of shortages or special large orders on any single item.•                   Report complaints and incidents to immediate supervisor and/or other departments when necessary.•                   Liaise with Sales team about customers’ comments and needs.•                   Respond accurately to a wide range of enquiries ranging from Sunrise products to status of orders, shipping time etc.•                   Handle and resolve customer complaints when appropriate.•                   Daily adjustment of invoices and work with the Accounting department.•                   Serve and handle cash sales from pick-up customers (for weekends) or as a backup for the shipping department.•                   Generate daily/weekly/monthly reports from the system for tracking purposes.•                   Count and verify the money returned by drivers at the end of the working day and make any adjustments deemed necessary.•                   Process credits or debits to DSD customer with their next order.•                   Handle any stock shortages in a timely manner and notify the parties/departments/customers involved immediately.•                   Perform any other related duties assigned by the CS Team Leader or the Supply Chain Logistics Manager. Relationship WithInternal - All departments (Vancouver and Toronto)External - Customers, brokers, buyers and callers Working Conditions•        Work primarily in an air-conditioned office environment.•        90% of the work is performed at a computer station.•        Shift rotations (AM or PM): 6:45AM – 3:15PM, 11:00AM – 7:30PM.•        Must be able to work on weekends (either Saturdays or Sundays). Job SpecificationsFormal Education           High school graduate Related Experience           A minimum of one year customer service experience Other Requirements•        Excellent interpersonal and communication skills to interact with customers and staff at all levels of the company.•        Professional telephone and customer service skills.•        Strong organizational skills, with the ability to multi-task.•        Self-motivated and detailed-oriented.•        Ability to prioritize, meet deadlines and work under pressure in a fast-pace working environment.•        Bilingual in English and Cantonese required.•        Ability to speak Mandarin considered a definite asset.•        Proficient in Microsoft Office, primarily Word and Excel.•        Ability to work independently as well as in a team environment