Customer Service Representative – Toronto

Fuze HR Solutions; Toronto; Vor Ort; CAD 42.000 - 52.000; Vollzeit

Zusammenfassung

Fuze HR Solutions is seeking a Customer Service & Order Management Representative in Etobicoke, ON. The role focuses on delivering exceptional service, accurate order entry, and proactive issue resolution to support clients throughout their purchasing journey.

The candidate will handle order entry, inquiries, price accuracy, RMA handling, and coordination with finance to monitor credit limits, ensuring smooth showroom pickup and timely shipments.

Qualifikationen

• 2+ years of experience in customer service, order management, or a related field
• Strong attention to detail and organizational skills
• Proficiency in ERP systems and MS Office Suite
• Excellent communication skills in both verbal and written formats
• Ability to manage multiple tasks and prioritize effectively
• Bilingualism (French/English) is an asset

Aufgaben

• Deliver exceptional customer service over the phone, via email, fax, and in-person at our showroom.
• Accurately enter sales orders into the ERP system, ensuring confirmations are shared with customers.
• Respond promptly to customer inquiries, ensuring timely resolution of questions and requests.
• Ensure sales orders are entered with correct customer pricing or per quoted project terms.
• Address and resolve all technical support inquiries with efficiency and professionalism.
• Process return claims by collecting and verifying required documentation.
• Relay keying requests to the appropriate internal department.
• Coordinate with Accounts Receivable to monitor customer credit limits.
• Notify Account Managers when orders are returned or refused upon delivery.

Kenntnisse

Customer service

Order management

Attention to detail

Verbal & written communication

Multi-tasking

Bilingual (French/English)

Tools

ERP system

MS Office Suite

Jobbeschreibung

Customer Service & Order Management Representative

Location: Etobicoke, ON

We are currently looking for a detail-oriented and customer-focused Customer Service & Order Management Representative to join our team. This role is essential in ensuring our clients receive outstanding service and support throughout their purchasing journey.

Primary Responsibilities:

Customer Service & Order Entry:

• Deliver exceptional customer service over the phone, via email, fax, and in-person at our showroom.
• Accurately enter sales orders into the ERP system, ensuring confirmations are shared with customers.
• Respond promptly to customer inquiries, ensuring timely resolution of questions and requests.
• Ensure sales orders are entered with correct customer pricing or per quoted project terms.
• Address and resolve all technical support inquiries with efficiency and professionalism.
• Process return claims by collecting and verifying required documentation.
• Relay keying requests to the appropriate internal department.
• Coordinate with Accounts Receivable to monitor customer credit limits.
• Notify Account Managers when orders are returned or refused upon delivery.

Pick-Up Counter Management:

• Prepare and organize customer orders for pick-up.
• Group same-customer orders and file them correctly in designated pick-up slots.
• Ensure the pick-up area is current and organized; follow up with customers for orders not picked up within two weeks.

Back Order Management:

• Generate and review back order reports to identify which orders are ready to ship.
• Allocate inventory and print Sales Orders for shipping.
• Monitor and manage orders that are to be shipped complete.

Return Merchandise Authorization (RMA):

• Assess customer return requests and validate the provided information to issue RMA numbers when appropriate.
• Determine and communicate any applicable restocking fees.
• Input RMAs into the ERP system and attach supporting documentation.
• Communicate clearly with customers regarding any issues with authorized returns, and coordinate next steps including returns, repairs, replacements, or credit issuance.

Qualifications:

• 2+ years of experience in customer service, order management, or a related field
• Strong attention to detail and organizational skills
• Proficiency in ERP systems and MS Office Suite
• Excellent communication skills in both verbal and written formats
• Ability to manage multiple tasks and prioritize effectively
• Bilingualism (French/English) is an asset