Customer Service Representative

Saint-Gobain North America; Kelowna; On-site; CAD 41,000 - 48,000; Full time

Job summary

An innovative building materials company in Kelowna is seeking a Customer Service Representative to manage customer inquiries, process orders, and ensure a positive customer experience. The ideal candidate will have 2+ years of customer service experience and excellent communication skills. The role offers a competitive salary and various employee benefits in a supportive work environment.

Benefits

Healthcare Options

Paid Time Off

Retirement Savings Plan

Tuition Reimbursement

Employee Recognition Programs

Pet Care Benefits

Qualifications

• 2+ years’ experience in a similar customer service role.
• Exceptional verbal and written communication skills.
• Strong problem identification and resolution skills.

Responsibilities

• Manage customer orders and inquiries professionally.
• Process customer payments and refunds accurately.
• Update and maintain customer accounts in the CRM.

Skills

Customer service skills

Problem-solving

Communication skills

Organizational skills

Tools

CRM System (Oracle)

Job description

Kaycan has an exciting career opportunity for a Customer Service Representative based in Kelowna to join our team. This is a great chance to join a Top Employer and contribute to our growth and success.

This position is responsible for ensuring that all incoming customer / sales calls, in person orders and e-mails are serviced thoroughly and professionally, by following through on quoted delivery dates, pricing and resolving customer concerns at one our busiest branches. You will work with a great branch team to deliver the following :

• Be an all-around professional who can understand customer needs and advise best solutions for a positive customer experience
• Process customer orders with accuracy and efficiency in accordance with standard procedures including taking payments within the branch (customer facing)
• Address client inquiries regarding order status and complete order adjustments in a timely manner
• Verify pricing and availability of product with outside sales / customers. Adjust pricing for customers when necessary
• Liaise with head office and other branches to solicit inventory to meet customers’ needs
• Updating, referencing and maintaining customer accounts in our inventory / CRM system
• Investigate and troubleshoot customer service issues and offer solutions to our customers to achieve their goals
• Directing customer leads to outside sales and creating new customer accounts for sales team
• Process and apply refunds / returns for customer accounts
• Enter orders for other branches in accordance with procedures for special materials and interbranch shipping
• Maintain customer data and update changes to existing accounts in the corporate database
• Address client inquiries regarding status of orders, payment, refunds, etc
• Verify pricing and availability of product
• Forward customer leads and liaise with outside sales
• Updating and referencing the company’s CRM system (Oracle)
• Supply and inform clients of pricing, credit terms as well as entering orders in system
• Investigate and troubleshoot customer service issues and offer solutions to our customers achieve their goals

IS THIS JOB FOR YOU?

Here is what’s important to have to apply :

• Strong team player with excellent customer service skills and able to build and maintain lasting relationships with customers
• Proactive & positive to think like a customer, act like an owner, provide solutions and execute with impact
• 2+ years’ experience in a similar role dealing with customer in-person
• Exceptional verbal and written communication skills
• Strong problem identification and resolution skills
• Excellent organizational skills and attention to detail
• Enjoys working in a fast-paced customer facing environment

A LITTLE MORE ABOUT US

Kaycan, a proud subsidiary of Saint-Gobain , stands tall as part of the world's largest building materials company. With a 360-year legacy of innovation and growth, Saint-Gobain is the worldwide leader in light and sustainable construction, renowned for pioneering product development and spearheading of environmental responsibility in the construction and industrial markets.

Our commitment to excellence has earned Saint-Gobain North America recognition from the Top Employer for the 10 th consecutive year as one of the best workplaces in North America one of only 17 companies around the world to receive this certification . Join us at Kaycan and be part of a future where innovation meets sustainability!

TO MAKE SURE NOTHING IS FORGOTTEN

At Kaycan we offer more than just a dynamic work culture that values dedication and effort. We believe in creating an enjoyable and inclusive environment with exciting events and companywide activities. But that's not all—we also provide an array of benefits that make up our comprehensive Total Rewards Package.

We provide unique options to fit your unique lives! Our Total Rewards Program offers a total approach to well-being! Our amazing benefits and programs include but are not limited to :

• Excellent healthcare options : Medical, vision, prescription & dental
• Family Focus & Time off : Parental leave, paid time-off, and Employee Assistance Program
• Financial Security : Company-funded Retirement Accumulation Plan - Registered Retirement Savings Plan (RRSP), Deferred Profit-Sharing Plan (DPSP), Tax-Free Savings Account (TFSA), andEmployee Stock Purchase Program (PEG)
• Tuition Reimbursement : Continuing education for every season of your career
• Employee Recognition Programs : We regularly celebrate and recognize when employees go above and beyond
• Apprenticeship Program for Skilled Trades : Designed to develop your technical skills and knowledge in Skills Trades
• LiveWell : Rewarding you for living a healthy lifestyle
• Be Well Be You : Our comprehensive benefits, resources, and programs platform to help you and your family be well, wherever you are in life (Emotional, Physical, Financial, and Social)
• Pet Care options : Insurance plan, prescription discount program, and pet care for your furry friends
• Perks & Savings Program : access to thousands of gift cards, in-store and online discounts, as well as cashback offers.

Why work for us?

At Saint-Gobain, our employees have pride in belonging to an organization with a culture is made up of these core values : Trust, Empowerment, & Collaboration. Our company prioritizes building the best teams in a diverse and inclusive workplace, while our products make the world a more beautiful, safer, and sustainable home .

Legal Statement

Certain provinces require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the national pay range for this position which is $41,000 to $48,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Please note this is the full range. Applicants should expect and offer somewhere in the middle of the range.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 7% to 14% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $43,870 to $54,720 . Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

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Customer Service Representative • Kelowna, Regional District of Central Okanagan, Canada