Overview

We are in search of a Client Services Representative to join our team! The successful candidate will provide a high level of support to ensure customer satisfaction with Demant's products and services through high volume of telephone calls and email.  This is a hybrid position with our office located in Kitchener.

Responsibilities

• Interact with customers regarding placing orders, status checks, rushes, warranties, service/repair, C/R requests, and providing quotes and related issues
• Establish and maintain productive working relationships with customer
• Process orders and liaise between Operations, Customer Service, Audiology, Finance and Distribution to ensure that all orders are logged, tracked, and maintained accurately
• Scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily
• Prepare appropriate paperwork where necessary
• Enter customer complaints and problems regarding services, products, billings and issues resulting in appropriate resolution. May require assistance from the Audiology team when appropriate
• Develop broad knowledge base related to services, products, programs, regulations/legislation, technologies and marketing strategies to meet Company goals
• Maintain accurate records and process adherence
• Provides elevated service to internal team, acts as a mentor based on experience
• Supporting customers and team through different programs ie: call monitoring, concierge program, QCing new CSRs orders
• Provide basic product and technical assistance to customers
• Follow-up with customers on production queries as they relate to specific orders
• Provide backorder status to customers
• May perform special projects as required

Qualifications

To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. This role requires the individual to handle a high volume of telephone and email communication with customers as a regular requirement of the job. The requirements listed below are representative of the knowledge, skill, and/or ability required

• A high school diploma or equivalent is required
• Post-secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred
• Excellent verbal and written communication skills to interact with customers
• Bilingual in both French and English an asset