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CUSTOMER SERVICE SUPERVISOR – SCARBOROUGH, ON, CANADA – # 3966

IN DEMAND Recruitment & Consulting Inc. is currently looking to hire a CUSTOMER SERVICE SUPERVISOR for our Scarborough, ON client.

JOB DESCRIPTION:

Reporting to the Director, Operations. The primary responsibility of this role is overseeing customer service/ consumer service, and all other aspects of service to ensure we are delivering customer service excellence to our valued customers. The goal is to keep the department running efficiently, increase customer satisfaction and loyalty retention.

Responsibilities will include:

Develops and implements procedures pertinent to effective and efficient operation of customer service

Manages the administrative processes related to customer service to ensure it is completed in an accurate, timely and comprehensive manner

Ensures that customer feedback is collected and communicated

Partners with the management team to align customer service systems with company objectives

Troubleshoots and resolves escalated customer service

Leads, oversees day-to-day functions and motivates team members to strive for customer service excellence

Trains, coaches, develops, and manages the team of Customer Service Representatives

QUALIFICATIONS:

4 to 5 years of customer service experience, in a supervisory role

Post-Secondary degree is considered an asset

Proficiency in English and Bilingualism is an asset

Leadership ability and team building skills to effectively supervise professional staff

Able to effectively communicate both verbally (over the phone and in-person) and in writing

Able to build and maintain lasting relationships with employees, management team, and customers

Must have the ability to plan, organize, develop, implement and interpret the programs, goals, objectives, policies, procedures, etc.

Well-developed problem-solving skills and ability to develop conceptual alternatives

High level of proficiency with Microsoft Office productivity suite (Word, Excel, Outlook)

They offer a competitive salary, company assisted RRSP/DPSP plan, an excellent benefits package, career advancement opportunities and first-class training.

Please send a Cover Letter and your Resume as a MS Word Document with Salary expectations!

Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Document to Stefanie Howse – info@indemand.ca.

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED

BILINGUAL CUSTOMER SERVICE & APPLICATION ENGINEERING MANAGER – BRAMPTON, ON, CANADA – # 3918

IN DEMAND Recruitment & Consulting Inc. is currently recruiting for a BILINGUAL CUSTOMER SERVICE & APPLICATION ENGINEERING MANAGER for our Brampton, ON client.

Since its inception in 1986, our client has earned a solid reputation for meeting the unique needs of the Canadian market through its unwavering commitment to a rigorous engineering focus, constant improvement and category-defining innovation.

Our client is one of the world’s leading manufacturers of drive technology – for mechanical and electronic solutions. The range of products includes geared motors, motors, industrial gear units, gear drives, frequency inverters, motor starters and frequency inverters for decentralized drive control. Our client assembles custom, high-efficiency mechanical power transmission products using quality company-built components.

Our client’s products and services enhance the reliability of equipment used worldwide, supporting industries such as transportation, mining, energy, food & beverage.

JOB DESCRIPTION:

The Customer Service Manager & Application Engineering Manager is responsible for delivering consistently high service levels and ensuring the smooth and efficient operation of the Customer Service & Application Engineering Departments. He or she partners with senior management to plan and develop service level standards, metrics and goals for the Customer Service & Application Engineering Departments in alignment with the overall client’s strategy, goals and objectives. The jobholder possesses strong knowledge of the Power Transmission industry, current customer service methodologies and best practices. Strong analytical thinking and problem solving skills will assist the incumbent in effective staff planning and quickly resolving issues and problems, both with processes and customers, while ensuring service levels are maintained. The Customer Service & Application Engineering Manager also plays a key role in developing, training and supporting Customer Service & Application Engineering staff to achieve personal and departmental goals and objectives.

Key Responsibilities:

Develop and implement the customer service strategy, business plan, policies and procedures in support of the overall organizational strategy, goals and objectives, while coordinating activities with the Sales, Production and Materials Control departments.

Lead and inspire your team to develop value added habits that consistently exceed customer expectations.

Manage all customer service & application engineering operations, including efficient processing of transactions, technical inquires, order entry and tracking, sales follow up, customer returns, invoices, payments, discounts and customer communications and administrative activities.

In coordination with Senior Management, determine staffing requirements and make hiring decisions for the Customer Service & Application Engineering Departments.

Manage the day-to-day activities of the Customer Service & Application Engineering teams to ensure industry leading service levels. Increase efficiencies wherever possible.

Set individual performance goals and objectives for the Customer Service & Application Engineering teams, conduct annual performance reviews and meet with team members regularly, in both group and one-on-one settings, to provide guidance and personal development opportunities.

Coach and mentor Customer Service & Application Engineering employees on various customer service and problem resolution methods, techniques and best practices to motivate and encourage a consistently high level of performance from each individual and team. Investigate and resolve customer complaints, issues and problems, and coordinate with others, internally and externally, as needed to ensure customer satisfaction.

Develop and implement customer service metrics, collect data and monitor, track and report on the [weekly, monthly, quarterly, annual] service levels, targets and goals, ensuring that targets are achieved and exceeded.

Develop and implement processes and procedures to enhance operations.

Provide customer feedback to, Senior Management, Regional Managers and other internal stakeholders to improve overall customer service and satisfaction.

Develop and maintain strong relationships with new and existing customers to retain business and promote revenue growth opportunities.

Build and maintain positive internal working relationships to ensure excellent customer service and satisfaction.

Handle escalated calls, e-mails and written correspondence, investigating and resolving customer complaints, issues and problems and coordinating with others, internally and externally, as needed, to ensure customer satisfaction.

Develop and maintain knowledge of our client’s products and services by attending training and product demonstrations and by reading marketing materials and manuals.

Other duties, as assigned.

QUALIFICATIONS:

Must be fluent in French & English for this position.

Fluently Bilingual: (English, French) written & spoken. (Preferred)

SAP – Order Entry, Materials Modules

Microsoft Dynamic CRM

ProQuote software, other proprietary software as required

AutoCAD 2D, 3D and MS Office Suite

Knowledge of mechanical component design, power transmission calculations, failure analysis and technical reporting. (Definite Asset)

Health & Safety Manual – Strong understanding and working knowledge.

Capable and adequate understanding of basic electrical principles.

Unit Nomenclature, Assembly drawing knowledge and understanding.

ISO 9001 Manual – understanding and working knowledge.

Education:

Bachelor Degree Mechanical Engineering or Electrical or Mechatronics, with P.Eng designation

Customer Service & Supervisory training (Preferred)

Experience: 7-10 years’ experience working in Customer Service and/or Application Engineering environments.  Previous leadership or supervisory experience (Preferred).

Skills and Key Attributes: Strong Mechanical aptitude – Good working knowledge of Mechanical Power Transmission equipment including gear reducers, electric motors, controls and VFDs. (Definite Asset)

Leadership & Communication: Strong team building skills and ability to effectively communicate both verbally and in writing. (Required)

Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Word Document to info@indemand.ca.

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED

INSIDE TECHNICAL SALES REPRESENTATIVE – ACHESON, AB, CANADA – # 3877

IN DEMAND Recruitment & Consulting Inc. is currently recruiting for an INSIDE TECHNICAL SALES REPRESENTATIVE for our Acheson, AB client.

Our client is a supplier of thermoplastic products designed for use in corrosion resistant fluid processing systems. They are a family-run Canadian company that has been in business for over 50 years with 5 branches across the nation. They are recognized as the leading authority in corrosion and chemical resistant industrial plastic products. They supply all industries ranging from Agricultural, Electrical, Construction and Plumbing. Their culture is one of inclusion and cooperation.

JOB DESCRIPTION:

Provide exceptional Customer Service accurately and efficiently on the phone, in person, via email, etc.

Handle all inquiries, quotes and orders from customers in an efficient, timely and courteous manner.

Utilize company tools and software to prioritize customers’ needs and to develop detailed quotes, process orders, and returns as required.

Coordinate between field sales representatives, office processes and warehouse distribution for proper execution of customer orders.

Learn and maintain up-to-date product knowledge.

Provide help to warehouse associates including helping to pick, package and verify orders when necessary.

Forward new and potential sales leads to the Outside Sales Representatives.

Work hours that reflect customers’ needs, typically 8:00am – 5:00pm.

QUALIFICATIONS:

Must have an outgoing personality with excellent communications skills both oral and written.

Must have a positive attitude and strong work ethic.

Must maintain a professional image and make a good first impression to customers.

Technical and mechanical aptitude is an asset.

Very good typing and computer skills.

Team-first attitude and the ability to be collaborative is essential.

Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Word Document to info@indemand.ca.

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED