Customer Service Representative/ Administrator

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

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Main tasks
- 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

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

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

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.

  • 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


  • 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


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


  • 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


  • 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


  • 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


  • account management: 1 year (Preferred)