Customer Relations Center Representative

ICC Compliance Center Inc; Dorval; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Relations Center Representative to manage client interactions, including handling orders, complaints, and inquiries. This role is crucial in promoting the company's products and services while ensuring client satisfaction. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to work collaboratively in a team. Join a forward-thinking organization that values inclusivity and offers a dynamic work environment where your contributions can make a significant impact.

Qualifications

• Excellent verbal and written communication skills are essential.
• Strong interpersonal skills and customer-centric approach required.
• Ability to work under pressure and in a team environment.

Responsibilities

• Handle incoming and outgoing requests from clients regarding orders and complaints.
• Develop positive relationships with clients and ensure satisfaction.
• Input customer information into ERP and CRM systems.

Skills

Verbal Communication

Written Communication

Customer-Centric Approach

Interpersonal Skills

Problem-Solving Skills

Teamwork

Organizational Skills

Tools

Microsoft Windows

Microsoft Office

Sage 300

Job description

Job Title: Customer Relations Center Representative

Reports To: Director of Customer Relations

Effective Date: TBD

Web Portal: www.thecompliancecenter.com

About Us

ICC Compliance Center was founded in 1987 with one principal in mind – to help our clients comply with dangerous goods regulations, whether they are handling, shipping or transporting dangerous goods by air, ground or sea. Over the years, we have become a leader in providing supplies and services to dangerous goods shippers throughout North America and around the world.

ICC Compliance Center is a leader in compliance training and consulting for dangerous goods. We have complete dangerous goods hazard communication programs that will help industry comply with regulations. When using our products and services our clients are employing the expertise of chemists, engineers and training specialists who monitor regulatory changes and can help clarify compliance needs.

Job Summary

This position will be responsible for handling all incoming and outgoing requests from clients regarding orders, invoices, complaints, credit notes, promotions and related tasks.

Duties and Responsibilities

• Receiving inbound calls, emails, and live chats regarding orders, shipments, and RFQs while at all times promoting the company's products, services, and training;
• Invoicing, reporting, and assistance with reception;
• Live chat;
• Providing quotations and follow-up on requests for orders and quotations;
• Accurately processing quotes and orders to ensure the sales order process is optimal;
• Working closely with shipping to ensure complete client satisfaction;
• Developing positive, consultative relationships with clients and positively take control in all client interaction;
• Inputting customer information into the ERP and CRM to maintain accurate records;
• Making outbound calls to promote the company's products, services, and training, communicating promotions, and proactively upselling and cross-selling;
• Projecting a professional, enthusiastic, and friendly demeanour;
• Participating in projects when required;
• Taking responsibility for data clean-up;
• Maintaining full and accurate customer information files in CRM;
• Reading, understanding, and applying all procedures relating to your role and all communications from your manager;
• Accurately processing corrective action forms, complaints, and other client requests;
• Probing clients for relevant information where necessary;
• Taking every opportunity to upsell and cross-sell;
• Identifying and communicating sales leads and RFQs to Business Development Managers, and support the sales team;
• Participating in and at times leading meetings and providing training sessions and coaching to other staff;
• Develop a detailed understanding of company products, services, and training;
• Monitoring accounts and making calls or communicating lack of performance of accounts to management;
• Investigating and creating preventative actions for complaints;
• Suggesting new and better ways to improve systems, procedures, and customer relations;
• Developing knowledge of other departments to enable you to provide cover as needed; and
• Other duties as assigned.

Qualifications

• Excellent verbal and written communication;
  
• Customer-centric;
• Working knowledge of Microsoft Windows, Microsoft Office, and Sage 300 (asset);
• Strong interpersonal skills;
• Must be able to work with a team;
• Well organized and have the ability to work under pressure;
• Strong communication skills; and
• Good problem-solving skills.

Travel

• None required.

ICC Compliance Center is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.