B2B Customer Service Representative

Pacific Smoke International; Markham; On-site; CAD 42,000 - 45,000; Full time

Job summary

Pacific Smoke International, based in Markham, is seeking a dedicated B2B Customer Service Representative to join our Customer Service Department. You will handle inquiries via email and calls, process orders, returns, and warranties in our ERP system, and drive customer satisfaction.

We value judgment, curiosity, agility, teamwork, and ownership. This permanent full-time role offers growth opportunities in a fast-growing industry and a competitive compensation package.

Qualifications

• 1-2 years of work experience in a customer-oriented role is an asset.
• Strong communication skills (written and verbal).
• Bilingualism (English and French) is an asset.
• Post-Secondary education is an asset.
• Experience working in an industrial environment/distribution firms using an ERP System is an asset.
• Outgoing personality, tact, and diplomacy to handle difficult clients.

Responsibilities

• Provide exceptional inbound/outbound customer service via email and over the phone in a professional, efficient and courteous manner.
• Process orders, returns, credits, purchase, and issue invoice orders into the ERP system.
• Keep records of customer interactions and build sustainable relationships of trust.
• Collaborate with various departments and external vendors to ensure customer satisfaction.
• Resolve client concerns and identify root causes for future improvements.
• Assist with warranty claims processing and documentation.

Skills

Customer service

Communication

Problem solving

Detail oriented

Time management

Education

Post-secondary education

Tools

ERP system

Job description

Salary Range: $42,000.00 To $45,000.00 Annually

What’s important to us:

Judgement, Curiosity, Agility, Results, Ownership, Teamwork.

At Pacific Smoke International, our mission is to help people quit smoking by providing safer alternatives to traditional cigarettes. As the leading distributor of electronic vaporizers and award-winning vaping products in Canada, we've made significant progress since our founding in 2013. However, we have much more to accomplish for our customers, and we're looking for a culturally aligned B2B Customer Service Representative to join in our Customer Service Department team at our Markham headquarters. Take part in joining an exciting career in a booming industry!

Job Description:

We are looking for an outgoing, detail oriented, and motivated B2B Customer Service Representative to join our PSI family. The B2B Customer Service Representative is responsible to provide excellent service and respond efficiently to customers inquiries via email and inbound/outbound calls. Candidates must analyze the problem, resolve, and record the root cause through our ERP system for future improvements. By helping customers with their product inquiries, warranty claims, and process orders, replacements and returns. We are a passionate and down to earth company that value all our employees, team, and customers.

Position:

Type: Permanent Full-time

Responsibilities

• Provide exceptional inbound/outbound customer service via email and over the phone in a professional, efficient and courteous manner
• Ensure positive client experiences by answering any customer inquiries in a timely and efficient manner
• Effectively manage and create multiple accounts and provides customer support via email and telephone
• Resolve client's concerns and identify root causes of issues/dissatisfaction for future improvements
• Processes orders, returns, credits, purchase, and issue invoice orders into the company ERP system
• Keep records of customer interactions, and make adjustments to customers’ account; build sustainable relationships of trust through open and interactive communication
• Collaborate with various departments and external vendors to ensure customer satisfaction and maximize productivity
• Process and file warranty claims, including a validation process to evaluate warranty claims and process into company ERP system
• Other responsibilities assigned by Manager

Skills & Abilities

• 1-2 years of work experience in a customer-oriented role is an asset
• Strong communication skills (written and verbal)
• Bilingualism (English and French) is an asset
• Post-Secondary education is an asset
• Experience working in an industrial environment/distribution firms using an ERP System is an asset
• Outgoing personality, detail-oriented and strong judgment, tact, and diplomacy to handle difficult or challenging clients over the phone
• Customer Focused: able to meet and exceed the needs of customers by delivering high-quality service. Able to establish and maintain an effective relationship with customers and gain their trust and respect
• Thrive in a fast-paced start-up environment. Naturally curious; you love learning and improving yourself
• Proactive problem solving and situational analysis
• Goal oriented with good time management and organizational skills
• Basic computer skills (Microsoft Excel and Word)
• Ability to multi-task, prioritize, and manage time effectively

The Rewards:

• Ongoing learning and development opportunities
• Competitive compensation package
• Group Benefits Program
• Awards for top performers and employee tenure