Customer Service Representative

Department: Customer Service

Purpose: To perform tasks to fulfill customer service, sales orders, and invoice processing functions and to provide competent and consistent support to the Customer Experience department as a team member.

Requirements:

1. Bachelor's degree in Business Administration, Marketing, Foreign Trade, Communication or a related field or equivalent work experience.
2. Candidates with an associate's degree plus a minimum of 2 years of experience in customer service, inside sales, or technical product roles will also be considered.
3. Proficient in MS Office and the ability to type quickly and accurately.
4. Ability to remain calm, friendly and friendly when dealing with customers and distributors.
5. Ability to understand technical product information on all Flexco products.
6. Willingness to participate in occasional trips to trade shows, sales calls, and other relevant product training opportunities.
7. Ability to use the software used to connect with customers and collect their information.
8. Strong written and verbal communication skills.
9. Ability to know detailed product requirements and communicate technical specifications.
10. Ability to multitask and perform accurate data inputs and other computer inputs while communicating verbally.

Languages:

1. 1. Excluding: Intermediate – advanced English.
   2. Desirable: Portuguese. 

Responsibilities:

Under management:

11. To be a consultant and value-added resource for our channel partners, providing technical support for various application needs.
12. Facilitate the sales process by tracking open sales orders, resolving issues as needed, and providing overall customer support.
13. Process, edit, and interpret all customer orders as received, including product documentation, catalogs, and other samples, and communicate with distributors/customers as appropriate.
14. Schedule order shipping dates and enter orders into the system.
15. Investigate and resolve customer complaints and initiate tracking procedures for lost shipments.
16. Quote prices and delivery dates as requested and process distributor referrals for end customers.

1. Provide technical support and make product recommendations to distributors and end users.
2. Recognize product addition opportunities during order review and ask distributors if they would like to add those items to their orders.
3. Review, approve, and process customer return requests.
4. Interact with other company personnel as needed to ensure peak customer service performance, including inventory allocation and backorder reviews.
5. Prepare and review reports to audit and track order processing, specific customer commitments, product availability, and product demand information to ensure efficient order flow and resolve issues.
6. Update and maintain various manual and computerized sales records and files and purge accounts as needed.
7. Determine freight rates and contact carriers for freight charges as needed and prepare Canadian export documentation.
8. Enter and release credits, debits, and invoices in a timely manner and check everything to ensure accuracy.
9. Participate as a member of the team coordinating and scheduling work activities for the area and transversal training in all areas.
10. Participate in activities to advocate for the quality process.
11. Use personal computers and other common office equipment.