Customer Service Representative

EMCO HVAC/EMCO CVC; Northwestern Ontario; On-site; CAD 38,000 - 40,000; Full time

Job summary

EMCO Corporation in Ontario is seeking a Customer Service Representative to provide sales support to customers by phone, email and in person at Profit Centres. You will respond to inquiries, generate sales leads, and help close sales to boost profit sharing while supporting Outside Sales.

The ideal candidate has at least 2 years in customer service or counter sales, strong MS Office skills, excellent communication, and a knack for building relationships with customers and vendors.

Qualifications

• 2+ years of customer service or counter sales experience.
• Proficient with Microsoft Office to communicate via email and manage customer data.
• Excellent customer service and verbal communication skills.
• Strong relationship-building with customers, vendors, and teammates.
• Ability to identify customer needs and close sales.
• Ability to learn and operate the order-processing software.
• Able to work in a fast-paced environment and multitask.
• Willingness to learn to operate material handling equipment.

Responsibilities

• Provide sales support to customers via telephone, email, and walk-ins at Profit Centres.
• Answer inquiries, generate sales leads, and assist in closing sales to increase profit sharing.
• Support Outside Sales function as needed.
• Deliver professional atmosphere and uphold company values in every interaction.
• Enter sales orders from Profit Centre customers via multiple channels.
• Grow and retain established customer base and develop new business for the Profit Centre.
• Coordinate with vendors for backorders and delivery dates.
• Process returns and warranty claims in accordance with procedures.

Skills

Customer service

Verbal communication

Relationship building

Close sales

Multitasking

Fast-paced environment

Operate orders software

Education

Grade 12 diploma or equivalent

College/University degree asset

Tools

Microsoft Office

M3

Word

Excel

Outlook

Job description

• Compensation: CAD 38,000 - CAD 40,000 - yearly

Company Description

About EMCO Corporation

EMCO Corporation is one of Canada's leading construction wholesale distribution businesses, serving contractors and partners across the country. Backed by more than 115 years of experience, we combine the strength and stability of a national organization with the agility and entrepreneurial spirit of a growing business.

Our purpose is to help build stronger communities by delivering the products, expertise, and service that support critical systems in residential, commercial, industrial, and infrastructure projects across Canada.

What makes EMCO Corporation different is our people and culture.

Our teammates are empowered to make decisions, develop customer relationships, drive growth, and shape the future of their business. We provide the tools, support, and mentorship needed to succeed, while encouraging initiative, accountability, and innovation.

Our culture is built on four core values:

• Fairness & Caring
• Trust & Respect
• Straight Talk

EMCO Corporation is committed to building a diverse and inclusive workplace where every teammate can succeed. We believe that diverse backgrounds, experiences, perspectives, and ideas make us a stronger organization and better partner to our customers.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, members of the LGBTQ2S+ community, and individuals from all backgrounds. We are particularly committed to increasing representation of women in leadership and throughout the construction wholesale industry by creating an environment where talent, performance, and potential drive opportunity.

Why Join EMCO Corporation?

• Learn from experienced leaders and mentors!
• Participate in industry-leading training and development programs.
• Competitive salary, benefits, pension, and profit-sharing programs
• Long-term career growth with one of Canada's most respected organizations
• Team-oriented culture that supports work-life balance.

Job Description

As a Customer Service Representative, you will provide sales support to customers via telephone, email, and walk-ins to our Profit Centres. You will provide the highest level of customer service by answering customer inquiries, generating sales leads, and closing sales to increase profit sharing. Support will also be provided to the Outside Sales function.

To experience success in the position, you will:

• Provide a professional atmosphere for our customers
• Uphold our core values and ethics with every interaction
• Be an effective teammate in the Profit Centre who is self-motivated and able to handle multiple tasks
• Understand and leverage the benefits and qualities of the different products the Profit Centre sells
• Be courteous, friendly and build relationships with customers and vendors

Additional duties will include

• Answer telephone calls, emails and in person questions from customers and identify their needs
• Research product for customers and provide recommendations on our assortment of product
• Enter sales orders generated from Profit Centre customers via fax, phone, emails, and texts
• Grow and retain established customer base and develop new business for the Profit Centre
• Follow up on backorders with vendors and provide customers accurate delivery dates
• Send and follow-up with request for quotes to vendors
• Process returns and warranty claims to customers both on account and cash sales including paperwork in compliance with all procedures
• Support Counter Sales and Outside Sales activities as part of the team
• Resolve issues related to customer orders in accordance with our policies and procedures (SPIs)
• Perform other tasks as requested by the Profit Centre Manager

Qualifications

What we are looking for from you:

• Grade 12 diploma or equivalent; College and/or University degree an asset
• A minimum of 2 years of experience with customer service or counter sales
• Proficient in the use of Microsoft Office software to communicate via email, analyze customer data and update customer contact files
• Outstanding customer service and verbal communication skills
• Excellent relationship building skills with customers, vendors, and teammates
• Ability to identify customer needs, provide profitable solutions and close the sale
• Ability to learn and operate the applicable software system used to process orders
• Able to work in a fast-paced environment while handling multiple tasks
• Able to learn how to operate material handling equipment

Preferred Skills

• Previous experience with or knowledge of products sold at the Profit Centre
• Experience using M3, Word, Excel, and Outlook

Additional Information

Salary Range - $38,000 - $40,000

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.

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