Customer Service Professional

Imperial Dade; Edmonton; Hybrid; CAD 38,000 - 48,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Imperial Brady Canada seeks a Customer Service Professional (CXP) to deliver a smooth, connected customer experience across Canada. You will interact with customers on all channels, coordinate with Sales, Inventory, Credit, and Operations, and drive continuous improvement of the customer journey with Imperial Brady.

You will handle orders, stock maintenance, and proactive issue resolution while maintaining strong communication with internal teams and ensuring timely delivery.

Qualifications

• 1-3 years of customer service experience required.
• B2B industry experience preferred.
• High School diploma/GED required; Associates/Bachelor’s degree preferred.
• Professional demeanor and mature image.
• Excellent customer experience and communication skills.
• Attention to detail and quality of work output.
• Ability to work under pressure in a fast-paced environment.
• Problem solving and independent resolution skills.
• Motivation, urgency, and result orientation.
• Time management and organizational skills; team-oriented.
• Willingness to learn and adhere to company values.
• Proficient in Salesforce.com, Compass, IT Suite, InfoSource, Microsoft Office, Crystal, Dayforce, and other systems.

Responsibilities

• Handle customer interactions across Canada via calls, emails, and requests.
• Process manual and electronic orders; follow up to ensure timely completion.
• Own assigned accounts and ensure orders meet cutoff times.
• Coordinate with vendors for PO, cost components, and freight.
• Oversee stock maintenance and track back orders and returns.
• Escalate issues to management and collaborate with Sales, Operations, and Credit to improve the customer experience.
• Participate in system training and new process rollouts.
• Identify gaps in customer journey and advocate for corrective actions.
• Provide proactive problem solving from purchase to post-sale support.
• Set and achieve performance goals as directed by management.

Job description

Imperial Brady Canada, leading national distributor, has a job open in Western Canada. The role of a Customer Service Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Service Professional is responsible for interacting with customers across all channels and platforms, and coordinating with internal stakeholders such as Sales, Inventory Management, Credit, Operations, and other departments as required, in order to continuously improve the customer’s experience and journey with Imperial Brady. A CXP has a customer focused mindset and will build customer loyalty and confidence by responding to inquiries and will be a main source for Imperial Brady service, customer orders, products, and problem resolution.

Responsibilities:

• Communicates with the customer across Canada on a national platform by answering incoming calls, e-mails, and other customer requests.
• Processes manual and electronic orders as a primary function of the CXP role; follow up on those orders.
  • Ownership of Assigned Accounts.
  • Ensures orders are processed by established customer cutoff times.
  • Continuously works to reduce errors and identifies areas for greater efficiency.
• Direct PO placement with vendor including obtaining cost components and/or freight.
  • Month end closure/billing with Payables/Accounting including variances.
• Oversees maintenance and follow up on stock.
  • Manage and track all back order and open orders.
  • Requests credits and enters returns in a timely manner.
  • Maintains delivery status and order source tracking to ensure successful and on-time delivery.
• Identifies and works with Management to recommend solutions to customer concerns.
• Achieve performance goals as set out by management.
  • Develop personal capabilities using existing training opportunities
  • Cross-train across segments.
• Participate in scheduled training of system enhancements, applications, products, new processes, and procedures.
• Liaise with internal teams such as Sales, Operations, and Credit to identify areas for customer experience improvement; enlist Management support as needed.
  • Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the ImperialBrady journey - are actively addressed.
  • Escalation of risks wherever business process - billing, delivery, or anything pre or post sales - ensure customer has a seamless experience with the company.
• Takes a proactive problem-solving approach to customer concerns – from purchase to product return to customer support with Management assistance as needed.
• Uses product, market, and fundamental knowledge in combination with Imperial Brady processes and procedures to ensure customer satisfaction.
• Completes item look-up independently (i.e., product substitutions) and/or with assistance from sales or sales support team as needed.
• Facilitate setup new ship-to locations.
• Original entry and draw from Bill & Hold agreements.
• Action Proof Of Delivery requests.
• Initiate customer quality claims.
• Assist in the depletion of dead & excess (D&E) inventory.
• Uses available resources to organize and communicate effectively.
• Performs other related duties and responsibilities as required or assigned.
• Seeks assistance from team members and management when necessary.

Qualifications:

• Customer service experience 1-3 years required.
• Industry experience in a business-to-business setting 1-3 years preferred.
• High School diploma/GED required, Associates/Bachelor’s degree preferred.
• Presents a professional & mature image.
• Great customer experience skills (friendly, courteous, proactive and helpful).
• Excellent communication skills (active listening, verbal and written).
• High level of detail & quality of work output
• Works well under pressure, enjoys a challenging and fast paced environment.
• Ability to recognize and resolve issues independently and/or with assistance.
• Consistently exhibits a high level of motivation and sense of urgency.
• Action oriented, displays resilience, and delivers results.
• Ability to prioritize and achieve performance goals as set out by management.
• Strong time management and organizational skills – speed, flexibility, and agility.
• Demonstrates a collaborative approach when working with others.
• Enjoys working in a team environment.
• Ability to problem solve and see an issue through until the end.
• Demonstrates a willingness to learn and adhere to Imperial Brady’s core values.
• Computer proficiency on a variety of systems including but not limited to: "Salesforce.com", Compass, IT Suite, InfoSource, Microsoft Office (Word, Excel, and Outlook), Crystal, Imperial Brady Freight, Tripsheet, Track POD, & Dayforce.
• Ability to identify and escalation issues to management team.
• Contribute to providing a safe work environment.

Working/Other Conditions:

• Hybrid work model.
• Indoor office environment.
• Ability to work in a fast-paced environment.
• Prolong periods of sitting, and computer and phone use.