Production Control – Customer Service Representative
Reports To: Customer Service Manager

Company Overview
Our client is a North American company with a world class team of packaging experts. They design, program-manage, fabricate, source, retro-fit, repair/service, and breakdown/recycle all types of packaging – metal, plastic, foam, bags, bulk/standard bins and a variety of custom dunnage. They provide solutions to a variety of industries: automotive, industrial, alternate energy, electronic and aerospace.

Position Summary
The role of a Customer Service Representative is to help both internal and external customers to progress / update projects in the system. They answer inquiries by phone, e-mail, napkin, texts, web chat, or social media. A Customer Service Representative also handles concerns, complaints, or other issues. Their job is to help ensure customer satisfaction both internal and external. Customer Service
Representatives also help promote continued customer interest in the company’s products or services

Overview:

• Ability to work cohesively in a team-oriented environment.
• Learn to identify customer needs or desires to recommend the appropriate product or service.
• Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
• Keep a record of incoming inquiries to be able to reference later.
• Be able to process orders, forms, applications, or requests.
• Provide feedback to other departments to help improve sales, marketing, and business processes.
• Develop a good understanding about the products we supply to be able to answer any questions from customers, both internally and externally.
• Communication skills like a pleasant demeanor and ability to work with multiple personalities
• Attention to detail to be able to provide written communication to customers that free of spelling or grammatical errors
• Patience to be able to stay calm in an intense environment
• Ability to multitask since some tasks will require a Customer Service Representative to communicate with multiple customers at one time
• Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
• Adaptability and flexibility to deal with different customers and needs in a short period of time
• Work with colleagues when necessary to resolve customer complaints by providing solutions, in a timely manner to ensure the customer is satisfied.

Roles & Responsibilities

• Create internal project numbers, and electronic folders
• Creating internal communication document (Customer Request form) based on the information rec’d – if the request is missing information, request it and/or call for clarity.
• Maintain the electronic files, documentation, and databases
• Updating / correcting / maintaining information – changes, revisions, request, etc.
• Ensure accuracy of data, data entry, ship to locations and information flow – updating / correcting / maintaining info
• Ensure the end user (internal/external) customer are provided updated and accurate information.
• The CSR in the internal voice for Internal (Sales) and External customers.
• Track timelines, deliverables, see the request through the entire system
• Other Duties as assigned

Requirements

• College diploma or equivalent with minimum 3 years of customer service experience
• CSR experience in an industrial manufacturing environment a strong asset
• Understanding of department scheduling, volume management, and Customer service metrics
• Knowledge of basic blueprints
• Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment.
• Ability to work under pressure in an ever changing and dynamic environment.
• Exceptional listening and problem resolution skills; strong organizational skills and ability to work independently.
• Excellent communication and interpersonal skills (verbal and written).
• Works and communicates well in a team environment.
• Ability to multi-task and effectively manage priorities.
• Ability to calmy and effectively handle multiple and changing priorities in a dynamic work environment
• Proficient with Microsoft Word, and other Office applications.

Protech Solutions Inc. is an equal opportunity employer devoted to providing an inclusive environment for all employees and applicants. We will provide reasonable accommodations throughout the recruitment selection process to any applicants upon request. This commitment is in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

Job Type: Full-time

Pay: From $50,000.00 per month

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Aylmer, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Work Location: Hybrid remote in Aylmer, ON

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