Customer Service Representative

PGW New Branding; Kitchener; On-site; CAD 36,000 - 52,000; Full time

Job summary

PGW New Branding in Canada seeks a customer service professional to handle inbound and outbound interactions, ensuring accurate scheduling, billing, and service resolution. Excellent communication and problem-solving abilities are essential for success within a fast-paced, team-oriented environment.

You will manage inquiries, orders, complaints, troubleshooting, and returns, collaborating with distribution centers, carriers, and suppliers to resolve issues efficiently.

Qualifications

• Strong verbal and written communication skills.
• Experience in a call center or customer service role.
• Ability to multi-task in a fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Attention to detail and ability to work under frequent interruptions.
• Experience using CRM systems and data entry tools.
• Sound knowledge of customer service principles and best practices.
• Ability to work independently and as part of a team.

Responsibilities

• Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries.
• Provide professional and efficient customer service while maintaining a high level of courtesy and accuracy.
• Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies.
• Facilitate returns and coordinate with distribution centers and suppliers to ensure accurate processing.
• Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software.
• Follow up with customers throughout the resolution process to ensure satisfaction.
• Route calls to the appropriate department when necessary, ensuring a seamless customer experience.
• Assist in generating sales and upselling opportunities based on inbound customer inquiries.
• Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provide accurate information to customers.
• Ensure consistent communication between the company and customers to foster strong relationships.
• Perform data entry, process cancellations, credits, and invoicing as needed.
• Support additional call center functions and assume other duties as assigned.

Skills

Verbal and written communication

Call center experience

CRM usage

Multi-tasking

Problem solving

Attention to detail

Team collaboration

Independent work

Education

High School diploma or equivalent

Tools

CRM software

Data entry tools

Job description

Job Summary

This role involves handling inbound and outbound customer interactions to ensureaccuratescheduling, billing, and service resolution. The ideal candidate will havestrong communicationskills, problem-solving abilities, and a commitment to delivering excellent customer service.

In this role, you will manage customer inquiries, orders, complaints, troubleshooting, and returns while working closely with distribution centers, third-party carriers, and suppliers to resolve issues efficientlyin a fast paced,team-orientedenvironment.

Key Responsibilities & Duties

• Respond to inbound customer calls and emailsregardingprice quotes, orders, scheduling, billing, and service inquiries.


• Provide professional and efficient customer service whilemaintaininga high levelof courtesy and accuracy.


• Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies.


• Facilitate returns and coordinate with distribution centers and suppliers to ensureaccurateprocessing.


• Maintainaccuratedocumentation of customer interactions, issues, and resolutions using CRM software.


• Follow up with customers throughout the resolution process to ensure satisfaction.


• Route calls to theappropriate departmentwhen necessary, ensuring a seamless customer experience.


• Assistin generating sales and upselling opportunities based on inbound customer inquiries.


• Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provideaccurateinformation to customers.


• Ensure consistent communication between the company and customers to foster strong relationships.


• Perform data entry, process cancellations, credits, and invoicing as needed.


• Supportadditionalcall center functions and assume other duties as assigned.

Qualifications & Skills

• Strong verbal and written communication skills with the ability to convey information clearly and professionally.


• Previouscustomer service experience in a call center environment.


• Ability to multi-task in a fast-paced, high-volume environment.


• Strong problem-solving and conflict resolution skills.


• Attention to detail and ability to work under frequent interruptions.


• Experience using CRM systems and data entry tools.


• Sound knowledge of customer service principles and best practices.


• Ability to work independently and as part of a team.


• High School diploma or equivalent required.

Work Environment & Physical Requirements (if applicable)

• Work is primarily sedentary;mustbe able to sit for extended periods while using a computer, keyboard, and mouse.


• Occasional lifting andmovingup to 50 lbs. may berequired.


• Fast-paced environment with frequent customer interactions and problem resolution.


• Some overtime may be required as needed.