Customer Service Representative

AURORA FURNITURE MANUFACTURING LTD

Calgary

On-site

CAD 42,000 - 60,000

Full time

2 days ago

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Benefits offered by this job

Dental care

Extended health care

Life insurance

On-site parking

Paid time off

Job summary

AURORA FURNITURE MANUFACTURING LTD is seeking a Customer Service Representative to lead our customer service team and deliver outstanding support to customers and the sales team. The ideal candidate has 2-3 years of experience in customer service within wholesale or trading and excels at problem-solving and process improvements.

You will manage inquiries via phone, email, HubSpot, and Google Sheets; maintain dealer relationships; oversee order processing and collaborate with logistics; and train

Qualifications

2-3 years of experience in customer service, preferably in the wholesale or trading industry.
High school diploma required; a bachelor’s degree in business, communications, or a related field is a plus.
Strong verbal and written communication skills in English; additional language proficiency is an asset.
Proficiency in CRM tools (e.g., HubSpot) and Google Suite (including Google Sheets).
Exceptional problem-solving and conflict-resolution skills.
Strong organizational abilities with the capacity to multitask in a fast-paced environment.
Ability to work independently but expand effectively when required.
Experience in handling claims and complaints is highly preferred.
Proven ability to develop and implement customer service strategies that enhance the customer experience.

Responsibilities

Develop and implement best practices for delivering outstanding customer support.
Ensure prompt and professional responses to customer inquiries via phone, email, HubSpot, and Google Sheets.
Build and maintain strong, long-term relationships with key customers and business partners.
Address customer concerns with professionalism and urgency, ensuring high levels of satisfaction.
Monitor customer interactions to identify trends and opportunities for improvement.
Oversee the order management process, ensuring timely and accurate processing of customer orders.
Provide regular updates to customers on order status, shipping, and any potential delays.
Collaborate with logistics and production teams to ensure seamless order fulfillment.
Regularly review dealer websites and social media platforms to ensure product information is accurate.
Flag and follow up on outdated or incorrect content with dealers.
Provide updated product details and marketing assets when needed to maintain brand consistency.
Analyze customer service processes and recommend improvements for efficiency and effectiveness.
Generate and review reports to track customer service metrics, identifying areas for improvement.
Ensure accurate data entry and maintenance of customer records in the CRM system.
Maintain an in-depth understanding of the company’s products and services.
Train team members on product features, updates, and policies to enhance customer support.
Identify opportunities for upselling and cross-selling to maximize customer value.
Work closely with internal departments, including sales, production, and logistics, to align customer service efforts.
Train new customer service representatives, ensuring they understand company policies, procedures, and expectations.
Conduct regular team meetings to discuss updates, challenges, and process improvements.
Maintain a positive and professional demeanor in all customer interactions.
Handle escalated customer issues with patience, empathy, and tact.
Foster a team culture focused on proactive problem-solving and excellent service.

Skills

Customer service

HubSpot

Google Sheets

CRM tools

English communication

Problem solving

Multitasking

Team collaboration

Education

High school diploma

Bachelor’s degree in business/communications or related field

Tools

HubSpot CRM

Google Sheets

Job description

Job Title

Customer Service Representative

Position Overview

We are seeking a highly motivated and experienced Customer Service Representative to join our team. This individual will lead our customer service team, ensuring outstanding support to our customers and sales team. The ideal candidate has 2-3years of experience in customer service within the wholesale or trading industry and is adept at problem-solving, process improvement, and fostering strong customer relationships.

Key Responsibilities

Customer Service

Develop and implement best practices for delivering outstanding customer support.
Ensure prompt and professional responses to customer inquiries via phone, email, HubSpot, and Google Sheets.

Customer Relationship Management

Build and maintain strong, long-term relationships with key customers and business partners.
Address customer concerns with professionalism and urgency, ensuring high levels of satisfaction.
Monitor customer interactions to identify trends and opportunities for improvement.

Order and Logistics Coordination

Oversee the order management process, ensuring timely and accurate processing of customer orders.
Provide regular updates to customers on order status, shipping, and any potential delays.
Collaborate with logistics and production teams to ensure seamless order fulfillment.

Dealer Content & Online Presence Monitoring

Regularly review dealer websites and social media platforms to ensure company product information, specifications, and images are accurate.
Flag and follow up on outdated or incorrect content with dealers.
Provide updated product details and marketing assets when needed to maintain brand consistency.

Process Optimization & Reporting

Analyze customer service processes and recommend improvements for efficiency and effectiveness.
Generate and review reports to track customer service metrics, identifying areas for improvement.
Ensure accurate data entry and maintenance of customer records in the CRM system.

Product Knowledge

Maintain an in-depth understanding of the company’s products and services.
Train team members on product features, updates, and policies to enhance customer support.
Identify opportunities for upselling and cross-selling to maximize customer value.

Team Collaboration & Training

Work closely with internal departments, including sales, production, and logistics, to align customer service efforts.
Train new customer service representatives, ensuring they understand company policies, procedures, and expectations.
Conduct regular team meetings to discuss updates, challenges, and process improvements.

Professionalism & Customer-Centric Approach

Maintain a positive and professional demeanor in all customer interactions.
Handle escalated customer issues with patience, empathy, and tact.
Foster a team culture focused on proactive problem-solving and excellent service.

Qualifications

2-3 years of experience in customer service, preferably in the wholesale or trading industry.
High school diploma required; a bachelor’s degree in business, communications, or a related field is a plus.
Strong verbal and written communication skills in English; additional language proficiency is an asset.
Proficiency in CRM tools (e.g., HubSpot) and Google Suite (including Google Sheets).
Exceptional problem-solving and conflict-resolution skills.
Strong organizational abilities with the capacity to multitask in a fast-paced environment.
Ability to work independently but expand effectively when required.
Experience in handling claims and complaints is highly preferred.
Proven ability to develop and implement customer service strategies that enhance the customer experience.