Job Description
B2B Customer Service Representativeat Pacific Smoke International Inc.On Site (Up to 3 days in office)11am-7pm or 12pm-8pm schedule
Do you believe that a company’s success depends on its people? If so, PSI is the place for you! PSI is nothing without the people who build, design, and support it. We’re looking for B2B Customer Service Representative to join our scaling organization.
At Pacific Smoke International, our mission is to help people quit smoking by providing safer alternatives to traditional cigarettes. As the leading distributor of electronic vaporizers and award-winning vaping products in Canada, we've made significant progress since our founding in 2013. However, we have much more to accomplish for our customers, and we're looking for a culturally aligned B2B Customer Service Representative to join our dynamic team located in Markham.
What’s important to us:
We are seeking to attract individuals who share and demonstrate our core values: Judgement, Curiosity, Agility, Results, Accountability, Teamwork.
In this role, you will report directly to Customer Service Manager and play a vital role in our Customer Service Department. Your primary responsibilities will include providing excellent service and responding efficiently to customers inquiries via email and inbound/outbound calls. Candidates must analyze the problem, resolve, and record the root cause through our ERP system for future improvements. By helping customers with their product inquiries, warranty claims, process orders, replacements and returns. We are a passionate and down to earth company that value all our employees, team, and customers.
The B2B Customer Service will:
- Provide exceptional inbound/outbound customer service via email and over the phone in a professional, efficient and courteous manner
- Ensure positive client experiences by answering any customer inquiries in a timely and efficient manner
- Effectively manage and create multiple accounts and provides customer support via email and telephone
- Resolve client's concerns and identify root causes of issues/dissatisfaction for future improvements
- Processes orders, returns, credits, purchase, and issue invoice orders into the company ERP system
- Keep records of customer interactions, and make adjustments to customers’ account; build sustainable relationships of trust through open and interactive communication
- Collaborate with various departments and external vendors to ensure customer satisfaction and maximize productivity
- Process and file warranty claims, including a validation process to evaluate warranty claims and process into company ERP system
- Other responsibilities assigned by Manager
To be successful you should have:
- 1-2 years of work experience in a customer-oriented role is an asset
- Strong communication skills (written and verbal)
- Ability to work 11am to 7pm or 12pm to 8pm schedule
- Post-Secondary education is an asset
- Experience working in an industrial environment/distribution firms using an ERP System is an asset
- Outgoing personality, detail-oriented and strong judgment, tact, and diplomacy to handle difficult or challenging clients over the phone
- Customer Focused: able to meet and exceed the needs of customers by delivering high-quality service. Able to establish and maintain an effective relationship with customers and gain their trust and respect
- Thrive in a fast-paced start-up environment. Naturally curious; you love learning and improving yourself
- Proactive problem solving and situational analysis
- Goal oriented with good time management and organizational skills
- Basic computer skills (Microsoft Excel and Word)
- Ability to multi-task, prioritize, and manage time effectively
What you can expect from Pacific Smoke International:
At our company, we strive to provide our team members with the best possible support. Here is an overview of the current benefits and perks we offer:
- A total compensation package that includes group benefits program
- Ongoing learning and development opportunities to help build the career you want and hit the goals you set, while ensuring you’re reaching your fullest potential
- Three weeks of Vacation
- Awards for top performers and employee tenure
- A unique opportunity to build, grow and leave your impact on a US$25-billion industry
- To work with a group of people who are humble, supportive, and care about our customers
- Product at distributor pricing to all employees
- Company events
- EAP (Employee Assistance Program) Program
If you are a results-driven, self-motivated individual who thrives in a collaborative and fast-paced environment, we invite you to join our team at PSI. You will have the opportunity to make a meaningful difference in the lives of people nationwide while working in an inclusive and supportive environment.
Thank you to all the applicants who have shown interest in this position. We appreciate the time and effort you have taken to apply.
While we carefully review every application we receive, we regret to inform you that only the candidates who are being considered for further evaluation will be contacted.
Pacific Smoke international is an equal opportunity employer and encourages all qualified candidates to apply. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we are committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process.
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