Customer Experience & Order Support Specialist

Trailappliances; Delta; On-site; CAD 42,000 - 60,000; Full time

Benefits offered by this job

Extended Health Benefits

Generous employee discounts

Professional Development Programs

Employee Recognition Program

Company events

Job summary

Trail Appliances is seeking a Sales Support Agent to ensure excellent customer service from post-sale through to delivery. You will collaborate with Purchasing, Dispatch/Delivery and other internal teams to maintain high service levels.

Responsibilities include fielding inquiries by phone, email and text about orders, arranging payments, installation, and delivery, and maintaining accurate customer records. A minimum 2 years in customer service and strong English communication are required.

Qualifications

• Minimum 2 years of customer service experience.
• Strong verbal and written English communication.
• Able to work in a deadline-driven environment.
• Call centre experience is an asset.
• Fluency in Mandarin/Cantonese or Punjabi/Hindi preferred.
• Proficient with Microsoft Office.

Responsibilities

• Field customer inquiries by telephone, email and text about order details from post-sale to delivery.
• Place outbound calls to customers arranging payment, installation, delivery and/or updates to order details.
• Support inbound inquiries from sales team regarding order processing and status.
• Proactively communicate with Purchasing and Dispatch to ensure stock and shipment to customer's home or job site.
• Maintain accurate records of customer files, shipment dates and order activity.
• Update customer files and data with ship dates, payment details and contact info.
• Investigate and follow up on customer problems resolving escalated issues.
• Be detail-oriented, organized with strong analytical and problem-solving skills.
• Work collaboratively in a team and independently; manage deadlines.

Skills

Customer service

Communication

Multitasking

Problem solving

Teamwork

MS Office

Zendesk

Education

High school diploma

Tools

Zendesk

MS Office Suite

Job description

Trail Appliances is seeking a Sales Support Agent to ensure excellent customer service from post-sale through to delivery. You will collaborate with Purchasing, Dispatch/Delivery and other internal teams to maintain high service levels.

Responsibilities include fielding inquiries by phone, email and text about orders, arranging payments, installation, and delivery, and maintaining accurate customer records. A minimum 2 years in customer service and strong English communication are required.