Customer Service Representative

Status: Full-time, permanent position | Location: Vaudreuil-Dorion, QC
Report To: Customer Service Manager | Service: Sales and Marketing

Reporting to the customer service Manager, the Customer Service Representative is responsible
for answering telephone calls from customers. The Customer Service Representative works in a
professional team and is responsible for providing a quality support to our clients; to provide
accurate information and a direct assistance to our clients and to perform administrative tasks
that is necessary for efficient operations.

Will perform any other related duties requested by his immediate supervisor, all in accordance
with the internal procedures and rules.
 

RESPONSABILITIES

Customer Service | 90%

1. Receive and process customer orders.
2. Provide our customers with technical information’s and prices.
3. Work closely with the internal sales manager to communicate future market trends,
   models and applications.
4. Assist the marketing team with promotional information (what to promote, organize,
   etc…).
5. Assist clients with advertisements (posters, inventory, etc…).
6. Assist the external sales team with inventory and technical information’s.
7. Promote Fastco’s products and services by using marketing tools (by telephone, email,
   etc…) and keep track of them.
8. Provide excellent customer service and an after-sales service of quality in English and in
   French.
9. Manage and monitor customer complaints.
10. Validate customer satisfaction.
11. Participate in various events.

Administration | 10%

1. Generate customer statistics.
2. Produce various client-related reports.

BEHAVIOURS RELATED TO THE FUNCTION

• Have the ability to exercise good judgment.
• Excellent analytical and monitoring skills.
• Ability to work as a team and provide help to others.
• Ability to deal with emergencies or unusual situations.
• Be dynamic, welcoming and have a positive attitude.
• Remain calm when exchanging with difficult clients.

ACADEMIC ASPECTS AND EXPERIENCE

• Have a high school diploma.
• Have a minimum of 2 years’ experience in customer service or in a related field.
• Very good knowledge of French and English (spoken and written).
• Great knowledge of Outlook, Excel and Word.
• Be comfortable with computers (ex. SAP ByDesign and sales pad).