BrandSafway Customer Service Represenative in Toronto, Ontario

Customer Service Represenative

Toronto,ON

SUMMARY

To coordinate all activities relating to servicing the customer from contract creation through to billing.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  1. Creates contract in SAP referencing quote and verifying all information supplied by the Sales Representative

  2. Communicates with customer on contract-related activities

  3. Handles all processes related to customer master setup, project structure setup and maintenance

  4. Maintains contract information (i.e. pricing, billing parameters)

  5. Performs order entry (shipment requests and return requests)

  6. Confirms commitment of equipment: liaises with operations manager on back orders, stock transfer requests and procurement requests

  7. Assists sales representative in the resolution of job site inventory discrepancies (i.e. over returns) and billing disputes, incompletions (pricing substitution, billing blocks)

  8. Performs job site close out (damages and shortages and conversion to sale)

  9. Ensures accuracy of all billing, processes debit and credit memos

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Post secondary education with 5 years of related experience or equivalent

Language Skills

• Ability to read and interpret documents such as contracts, and procedure manuals. Ability to write routine reports and correspondence.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

• Knowledge of SAP desirable; Experience with Microsoft Excel and Word software required

Other Qualifications

• Good product knowledge

• Health and Safety training

• Experience with union contracts

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations;

Communication – Speaks and writes clearly; Listens and gets clarification; Responds well to questions;

Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit;

Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment;

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources;

Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent;

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk and sit.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. Frequent stressful situations when dealing with irate customers. Occasional visits to construction sites where work environment includes high noise level, uneven walking surfaces, ice, mud, temperature variances.

This position description has been designed to indicate the general nature and level of work performed by an employee. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities required of employees assigned to this position.

Job Ref: 125706