Job Title

Location: Milton, OntarioABOUT THE COMPANYPhoenix Contact's roots are in Germany. Our headquarters are in Blomberg. Originally founded in Essen in 1923, we have grown over the years. With over 50 subsidiaries worldwide, we truly have Global reach. Together with customers and partners, we design solutions for the future using trend-setting connection and automation technology. Wherever they are needed - for example, in transportation infrastructure, electromobility, for clean water, regenerative energies and intelligent supply networks, or energy-efficient machine building and systems manufacturing. We face up to technological developments and the associated changes in society. With more than 100 years of experience in the field of machine building and automation, we are working on tomorrow's intelligent production today.DESCRIPTIONThe primary responsibility of this role is to act as the first point of contact to our customers and respond to inquiries regarding our products and services.We are searching for individuals who demonstrate initiative and leadership, enjoy the challenge of solving problems and are able to work within a customer service team.POSITION RESPONSIBILITIESCustomer ServiceTreats customers courteouslyResponds to customer requests in a timely mannerProactively identifies customer needsTakes responsibility to resolve customer complaintsElicits feedback from customers to monitor their satisfactionLiaise with other departments/divisions to promote positive customer experienceOrder AdministrationAccepts and processes orders, following established business rules including customer changes and cancellations.Emphasis is on error-free order management and same day order entryExpedites orders to prevent downtime. Qualifies and processes emergency and/or expedited orders and shipments in a timely mannerProactively communicates with customers about order verification, order status, pricing and shipment status. Collaborates with various departments to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requestsActively seeks to maintain accurate delivery datesProcesses sample requests in accordance with established guidelinesMaintains accurate and organized recordsCustomer Maintenance & SatisfactionAssists in maintaining account and contact information in CRMPromotes customer satisfaction by developing and maintaining excellent relationships with distributors, customers and departments within the organizationSupports RMA (Returned Material Authorization) process via CRM system and assists in resolving issues in a timely manner to maintain customer satisfactionOther dutiesProactively assists in creating awareness of promotions/specials through email, phone calls and ensure CRM is updatedAssists in cross-selling and upselling products where possibleIn addition to those listed above, you may be asked to complete other duties as requested.QUALIFICATION REQUIREMENTSBilingual (French & English) both written and spoken is essentialPrevious experience in a Customer Support / Service roleExcellent Knowledge of MS Office SoftwareExperience with ERP and CRM software packagesInterest in new technologies is a plusThe ability to multi-task is essentialESSENTIAL JOB REQUIREMENTSExcellent Communication SkillsDetail oriented and AccurateCreative thinking and problem solvingSense of urgencyExcellent time management and organizational skills.Ability to work in a team environment and/or independently is considered criticalWe are offering an attractive remuneration package, employee benefits and the opportunity to contribute to a fast-paced growing company with dynamic leadership and a history of growth and profitability.Awarded one of Canadas Best Workplaces, we recognize people as our most valuable resource. We are an equal opportunity employer.