Customer Service Agent

Kitco Metals Inc.; Montreal; On-site; CAD 35,000 - 55,000; Full time

Job summary

Ein etabliertes Unternehmen im Bereich Edelmetalle sucht einen engagierten Kundenservicemitarbeiter, der für die Bearbeitung von Bestellungen und die Unterstützung bei Versandfunktionen verantwortlich ist. In dieser Rolle sind Sie das Gesicht des Unternehmens, indem Sie Kunden an den Schaltern bedienen und sicherstellen, dass alle Transaktionen mit höchster Professionalität durchgeführt werden. Sie werden auch für die Genauigkeit bei der Prüfung von Edelmetallen verantwortlich sein und die Einhaltung der internen Richtlinien sicherstellen. Wenn Sie eine Leidenschaft für den Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist diese Position ideal für Sie.

Qualifications

• 2+ Jahre Erfahrung im Kundenservice und Versand.
• Fähigkeit, unter Druck zu arbeiten und mehrere Aufgaben zu priorisieren.

Responsibilities

• Bedienen von Kunden und Bearbeiten von Bestellungen am Schalter.
• Testen und Verifizieren der Reinheit von Metallen gemäß Protokoll.
• Verantwortlich für die Einhaltung interner Compliance-Richtlinien.

Skills

Kundenservice

Versand

Analytische Fähigkeiten

Multitasking

Druckarbeit

Education

Abschluss in einem relevanten Bereich

Tools

Microsoft Office

Outlook

Navision

Job description

Kitco Metals MTL
620 Cathcart
Suite 900
Montreal, QC H3B1M1, CAN

Kitco Metals MTL
620 Cathcart
Suite 900
Montreal, QC H3B1M1, CAN

(Onsite, Schedule Monday to Friday from 8:30 to 4 PM)

The responsibilities of this position include, but are not limited to, serving clients at our counters, facilitating in the purchase and sale of gold, silver, and platinum, booking of orders, testing and processing of all metals, and answering any questions or concerns raised by our clients. The incumbent will also be responsible for supporting shipping functions, including the packaging, receiving, and management of inventory.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The responsibilities of this position include, but are not limited to the following:

• Follow all departmental policies and procedures.

• Ensure that all dealings are done with the level of professionalism as expected from all Kitco employees.

• Abide by all company polices as outlined in the Kitco handbooks.

• Ensure to always provide customer service excellence.

• Responsible for the accuracy of testing bullion and scrap metals when purchasing from clients.

• Responsible for ensuring that every customer (both internal and external) inquiry or order is resolved in a timely manner.

• Escalate and communicate issues in a timely manner.

• Responsible for following our internal compliance policies and procedures.

• Make recommendations for policy and procedure changes for the purpose of continuous improvement.

ESSENTIAL FUNCTIONS AND TASKS

• Serve customers at the counters.

• Process orders from walk-in customers at the counters.

• Test and verify purity of metals for purchase according to Kitco protocol.

• Ensure orders are correctly entered into our ERP (Navision).

• Collect and process payments for orders.

• Receive and process incoming packages.

• Process packages and issue payments according to policies and procedures.

• Ensure all packages for melting and assay are processed within the department standards.

• Prepare and process outgoing packages.

• Perform daily balancing and verification of cash and inventory.

• Carry out anti-money laundering/counter-terrorist financing-related duties as required by compliance policy and procedures.

• Respond to requests from the supervisor accurately and professionally.

• Participate actively on projects as assigned.

• Other duties as assigned.

REQUIRED SKILLS AND COMPETENCIES

• 2+ years’ experience in customer service.

• 2+ years’ experience in shipping.

• Basic understanding of business practices.

• Proven analytical ability.

• Results oriented.

• Ability to work under pressure.

• Ability to lift 50 lbs.

• Physical ability to stand for prolonged periods (4 hours).

• Ability to prioritize and multitask.

o Listening, validating, and empathizing.

o Capacity to deal with angry or difficult customers.

• Proven analytical skills.

• Self-motivated and proactive.

• Positive attitude and team player.

• Willing to learn and a fast learner.

• Customs experience an asset.

TECHINCAL AND PROFESSIIONAL COMPETENCIES

• Strong Computer/Internet skills (Microsoft Office and Outlook).

• Basic knowledge of SharePoint an asset.

•Strong interpersonal skills.

• Strong communication & organizational skills.

• Detail oriented.

• Ability to adapt to change.

ASSET

• Knowledge of precious metals testing is an asset.

Communications with external suppliers, and international agencies (Hungary, BA Analyst in Pakistan, Designer in Iceland) are conducted in English for efficiency and broader talent access. Contract discussions, occasional meetings, and written communications may require fluent English, especially for technical details. The online store content is in English to cater to customers outside Quebec, reviewed by the legal department. Advertising campaigns are created with agencies specifically targeting the U.S. audience.