We are looking for a Customer Service Support Assistant to join our Customer Service Department. If you or someone you know is passionate about promotional items, self-motivated and would like to work for one of the leading companies in the industry, we invite you to apply!!
While working behind the scenes, you will be part of the front line for Customer inquiries based on quotes, inventory, orders, shipping, product selection – anything and everything for our customers! Our Assistants help the US and Canadian customer service reps manage their account territories and play a huge role in allowing them to be available and respond to a maximum number of daily inbound inquiries. We rely on your outstanding personality to build and maintain strong internal staff relationships and when given the opportunity, to help develop external customer relationships for our company. We are looking for people that have a passion for customer satisfaction and team work!
Job tasks include, but are not limited to the following:
While working very closely with the other Assistants, work primarily as an assistant or facilitator to a team of CS representatives;
Consistently be on time and fully present and committed during working hours.
In a calm and efficient manner, able to multitask and manage a large volume of emails and telephone calls regularly, often dealing with shipments and freight issues and contacting customers for order related missing information.
Reliable team player who can be called upon to provide additional coverage, replacement or back up whenever the situation arises.
Reception duties include sharing in reception coverage during specific times, lunch breaks and for full days/vacation coverage as and when needed.
Adhere to our one-hour call back and two-hour email return policy which allows for maximum live interactions with our customers and internal staff.
Participate in special projects as needed – including data management and working on spreadsheets.
Commitment, drive and passion to excel in the position all while promoting the Spector culture with positivity and a clear understanding of what we represent as a company, including emulating our 7 Rules of Engagement http://www.spectorandco.ca/en/the-spector-way
Perform other tasks in his/her area of expertise and be willing to teach and train by example.
Value the job satisfaction of being able to help others and be relied upon as a very important member of the customer service team.
Skills/Requirements include, but are not limited to the following:
1-2 years relevant work experience in a sales or customer service-related industry, with strong focus on logistics and data management. Shipping and freight knowledge will be considered as an asset.
Passionate about providing excellent customer service.
Exceptional team player.
Strong time management & organizational skills with attention to detail.
Solid communication skills (written & oral – French and English).
Ability to work in a fast-paced environment and multitask.
Able to present information in a clear and concise manner.
Good reasoning skills, able to analyze data and be a proactive thinker.
Must be proficient in Excel, Outlook & Word.
Must have initiative, be reliable, and able to work autonomously. Dependability is also a must.
Cheery and helpful disposition – in particular as replacement receptionist and greeter.
Work day SNAPSHOT:
SHIPPING INQUIRIES: Shipping instructions, Routing Guide, Split information, Shipping method, LTL, Freight estimates, customs and shipping forms
Rush emails from 8h30am to 1pm until U.S shipping cut off. Afternoon, pre-shipping inquiries follow until end of day. Work with shipping liaison to handle all customs and freight issues.
PRE-ORDER INQUIRIES: Large order LTL and freight quoting, status of POs, shipping details, labelling information
Keep customer up-to-date on their order
ORDERS IN HOUSE: Modifications ship info, Beacon/Order entry missing info, shipping requirements
Daily updates and modifications per customer request (missing data, imprint colors, item and shipment modifications).
POST ORDER INQUIRIES: shipping issues, rerouting, credits, tracking, invoice
Proactive help with required changes after order is shipped and help solve aftermath shipping issues.
COVERAGE: Reception and coverage for out of office Assistant team and contact us email inbox.
Spector and Co. is a leading North American supplier of promotional products for over 50 years. Employing approx. 400 office and factory staff, Spector & Co. ships from its modern 105,000 square foot facility and offers over 500 products; including writing instruments, journals, tech, travel and business accessories, along with its newest category, Ashbury Bags. All promotional products are decorated with their state-of the-art branding techniques.