Customer Service Representative/ Administrator

Client of EmergiTel - Montréal, QC (4 months ago)

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Description:
Main tasks
Commands
- Identify priority orders
- Order creations
- Pick-up
- Pack the goods properly
- Choose the right shipping method
- Confirmation of order shipments
- Entering the data into the database

POSITION CONCEPT:
This position works as part of the service delivery team that is aligned to one or more customers.
He/she will have a focus on the following:

  • Delivery of service that meets the Service Level Agreements and delights the customer
  • Supporting the achievement of productivity improvements
  • Contributing to service transformation and business growth

SCOPE:
The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.
Overview of Tier Responsibilities: These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 2 - Mail inserters, complex document finishing, basic digital print (black & white/colour), equipment care, client facing reception, records management, inventory management

ESSENTIAL DUTIES:
The following describes the main job duties by work area for the Account Associate Tier 2 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.
GENERAL

  • Ensure customer issues and escalations are resolved or further escalated as appropriate
  • Conduct quality checks on own work to ensure accuracy and required output is to standards
  • Adhere to all safety procedures
  • Perform backfill duties for absent coworkers
  • Perform other duties as assigned by Manager Office
  • Prepare charge-back reporting for postage, courier, etc.
  • Use of software to update or maintain mailing addresses.
  • Provide mailing address clean-up (may include use of mail cleansing software)

Mail Insertion

  • Set up and operate high level mail equipment such as: mail inserters, sorters and finishing equipment in an automated high speed / high volume environment

Forklift

  • Use of specialized equipment for material handling (e.g. Forklift certified)

Front Counter

  • Liaison with clients advising on available services and negotiation of turnaround times for service requests
  • Printing and Finishing
  • Perform basic digital print production
  • Clean and maintain finishing equipment to ensure optimal use
  • Perform colour calibration using densitometers and perform colour adjustments
  • Record meter reads, process production forms and maintain records

Equipment Care

  • Carry out regular preventative maintenance checks on client fleet of machines
  • Order and replenish fleet consumables as required
  • Carry out first level issue resolution utilizing basic product and/or technical skills, escalating in accordance with agreed procedures for next level maintenance and technical support on client fleet equipment

Records Management +B5Index, store, retrieve electronic documents in a mass storage system

  • Convert digital files to formats such as PDF, TIFF, PostScript, XML, etc. for import into document repository and management systems
  • Manage document storage system to meet client's archiving requirements
  • Catalogue electronic documents to media such as CDROM, disk or tap and distribute as required

Inventory Management

  • Order and replenish consumables, forms inventory and other supplies items as required

Reception

  • 1st point of contact for clients customers
  • Professionally greet and direct visitors adhering to security / badge requirements

Administration

  • Complete and maintain all logs and reports including month-end reports
  • Input Meridian (billing system) requisitions
  • Order and replenish consumables, forms inventory and other supplies items as required.
  • Organize business travel (flights, hotels, rental cars) for customers

Continuous Improvement

  • Support site continuous improvement programs including 5S, a site efficiency methodology

REQUIRED SKILLS:

  • Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
  • Able to listen and communicate effectively
  • Able to read, write and follow basic English instructions
  • Ability to lift and move up to 50 pounds
  • Basic math skills (add, multiply, divide)
  • Basic computer skills (keyboard, mouse functions)
  • Excellent communication and Customer service skills
  • Possess a valid driver’s license (as required)
  • Reliable, dependable transportation (as required)
  • Effective organizational skills
  • Mechanical trouble-shooting and repair skills
  • vocational or technical certificate in computer / network skills

EDUCATION/EXPERIENCE:

  • High School Diploma or equivalent certification
  • Health and safety certification (WHMIS)
  • Experience in customer facing role / customer service role (1-2 years’ experience)

Reference ID: 22935

Contract length: 12 months

Job Types: Full-time, Contract

Experience:

  • account management: 1 year (Preferred)