Customer Service Representative
Customer Service Representative
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Job Description
About Delta Intelligent Building Technologies (Canada) Inc.(formerly known as Delta Controls).
Delta Intelligent Building Technologies (Canada) Inc. (a subsidiary of Delta Electronics) is a leading building controls manufacturer with over 300 partners in more than 80 countries. For over three decades we have provided innovative building automation solutions for commercial healthcare education and leisure facilities. We delivered the worlds first fully integrated BACnet building solution for HVAC lighting and access control.
Job Summary
The Customer Service Representative will be accountable for providing comprehensive customer support ensuring customer satisfaction and delivering exceptional customer service. This role encompasses engaging with customers addressing inquires and concerns processing orders and ensuring the scheduling and shipping of all products through the manufacturing process to ensure timely fulfillment of sales orders.
Work Location: Onsite 5 days a week
City: Surrey
Salary: $45000 $60000
This range reflects the minimum and maximum target payable for the base salary of new hires across all Canadian locations. Actual compensation may vary outside this range and is dependent on various factors.
Duties and responsibilities
In this role you will:
- Converse with customers by telephone email or in person in order to provide information about products confirm stock and availability quote prices and confirm sales orders
- Data entry of sales orders
- Manage a large volume of emails
- Clarify product selection/options with customers when required.
- Assist customers by suggesting additional products to complement their ordered product(s) such as EQUIP power supplies network switches etc.
- Generate customs paperwork and double check documentation
- Manage customer relationships through open and interactive communication
- Trace customer orders and shipments
- Handle customer inquiries
- Ensure orders are entered with accurate pricing and/or as per quotes where applicable
- Issue credits to customers
- Meet/exceed individual and Customer Services team KPIs
- Handle customer complaints/claims and provide appropriate solutions and alternatives in a timely manner
- Other duties as assigned.
Performance measures
- Order entry response time.
- Customer inquiry response time.
- Number of line items entered per hr/day.
- Customer satisfaction feedback scores (customer survey).
- Internal satisfaction feedback scores (internal survey).
Minimum qualifications and experience
- High school diploma or equivalent GED
- 23 years customer service experience
- 12 years data entry experience (preferred)
- Strong work ethics
Required skills and abilities
- Solid organizational and time management skills
- Ability to multitask and adapt to shifting priorities within tight deadlines
- Attention to detail and ability to maintain accuracy
- Proficient in Microsoft Office (Word Excel Outlook)
- A positive attitude with excellent communication skills (verbal and written) and strong interpersonal skills. Comfortable communicating both oneonone and in group settings with confidence.
- A dedicated team player with the ability to work independently
- Experience with an industry recognized ERP system knowledge of SAP considered an asset.
- Flexible and adaptable to changing priorities
- Organization and problemsolving skills
Why work for us
We provide fantastic opportunities to individuals passionate about business and technology. Delta Electronics products are the most energy efficient power products in the industry and our company is perfect for those who want to create design and build sustainable solutions using massively scalable bigdata architecture with a strong focus on building automation. Here are some of the Delta perks youll receive from day 1!
- Employee & safety centric culture with the possibility of remote work
- Flexible hours and scheduling available
- Competitive total compensation along with generous vacation allowances
- Three weeks of vacation
- Inhouse & external training provided along with education support and opportunities for growth
- Company funded annual personal development budget
- Financial benefits & planning such as group RRSP & company match
- Employer paid premiums for extended healthcare and familyfocused benefits (health vision and dental)
- Travel insurance coverage and access to the Employee Assistance Program (EAP)
- Wellness onsite fitness center & company reimbursement for personal gym memberships
- Internal Recognition & Service Awards
- Employee Referral bonuses
- Transit accessible with free onsite parking
- Regular company events such as Food Truck Fridays Lunch & Learn and other planned activities
Required Experience:
Unclear Seniority
Employment Type
Full Time
