Customer Service Representative

Niles Steel Tank Company; London; On-site; CAD 45,000 - 50,000; Full time

Job summary

Niles Steel Tank Company in London, Ontario, is seeking a Customer Service Representative to support the Sales Team and serve as the first point of contact for clients via phone and email.

You will enter and track orders, coordinate with Purchasing and Production, provide quotes, and help build lasting client relationships while identifying process improvements to boost accuracy and delivery.

Qualifications

• Two-three years of direct work experience in a sales or tele-sales capacity, or an acceptable combination of education and experience.
• Demonstrated ability to communicate with and assist company’s customers.
• Solid experience in pre-call planning, call control, account development, and time management.
• Strong problem identification and objection resolution skills.
• Able to build and maintain lasting relationships with customers.
• Exceptional written and verbal communication skills.
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Able to perform basic calculations and mathematical figures.
• Ability to work individually and as part of a team.
• High level of integrity and work ethic.

Responsibilities

• Enter new customer data and update changes to existing accounts in the corporate database.
• Receive/Review & Input customer orders into computer system.
• Make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell where product availability is limited.
• Communicate with client’s regarding direction, deliverables, and next steps
• Record all orders relating to client (excel)
• Communicate with internal departments (purchasing, shipping, sales) of the business as necessary
• Work closely with the Production and Purchasing to answer any questions they may have concerning current and future orders
• Respond to customer inquiries to determine needs, provide recommendations and quotes, and assist customers with the order process. Obtain information for future contact
• Develop personal relationships while gaining a clear understanding of customer's business and requirements.
• Provides the production team with key account forecasts and communicates changes to facilitate sales and operational planning
• Suggests process improvements to enhance quality, efficiency, or communication
• Follow up on pending issues/orders
• Isolate and identify areas of improvement
• Prepare and submit regular CSR, Order and Input/Call reports
• Perform all other duties as assigned
• Travel as required to key accounts and trade shows
• Attend periodic sales training where applicable.
• Perform other duties related to customer service as assigned.

Skills

Customer service

Tele-sales

Order entry

Communication

Tools

Excel

Job description

The Customer Service Representative role is responsible for providing support to the Sales Team and providing a consistent first point of contact for clients through excellent telephone & email communications skills. Other duties may be assigned as necessary. Integrity, vision, professionalism and passion are key components of this position.

Duties and Responsibilities

• Enter new customer data and update changes to existing accounts in the corporate database.
• Receive/Review & Input customer orders into computer system.
• Make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell where product availability is limited.
• Communicate with client’s regarding direction, deliverables, and next steps
• Record all orders relating to client (excel)
• Communicate with internal departments (purchasing, shipping, sales) of the business as necessary
• Work closely with the Production and Purchasing to answer any questions they may have concerning current and future orders
• Respond to customer inquiries to determine needs, provide recommendations and quotes, and assist customers with the order process. Obtain information for future contact
• Develop personal relationships while gaining a clear understanding of customer's business and requirements.
• Provides the production team with key account forecasts and communicates changes to facilitate sales and operational planning
• Suggests process improvements to enhance quality, efficiency, or communication
• Follow up on pending issues/orders
• Isolate and identify areas of improvement
• Prepare and submit regular CSR, Order and Input/Call reports
• Perform all other duties as assigned
• Travel as required to key accounts and trade shows
• Attend periodic sales training where applicable.
• Perform other duties related to customer service as assigned.

Qualifications

• Two-three years of direct work experience in a sales or tele-sales capacity, or an acceptable combination of education and experience.
• Demonstrated ability to communication with and assist company’s customers.
• Solid experience in pre-call planning, call control, account development, and time management.
• Strong problem identification and objection resolution skills.
• Able to build and maintain lasting relationships with customers.
• Exceptional written and verbal communication skills.
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Able to perform basic calculations and mathematical figures.
• Ability to work individually and as part of a team.
• High level of integrity and work ethic.

Mental effort required to perform the job

Mental attentiveness to listen and understand; resolve issues; interface with customers, colleagues and suppliers. Cognitive effort required in decision-making and understanding the impacts of decisions. Memory recall of data and historical information. Mental and visual concentration for PC/Excel Work. Concentration in a fast-paced deadline-driven environment.

Working Conditions

Primarily works in a pre-assigned work station.

Compensation Range

$45,000–$50,000 annually (equivalent to approximately $21.63–$24.04 per hour

Vacancy Status

Replacement for promoted employee

AI Disclosure

Our recruitment process includes the use of AI-assisted tools to support candidate resume screening. Final hiring decisions are made by human reviewers.