B2B Customer Service Representative

Job summary

The B2B Customer Service Representative will manage inbound and outbound communications to resolve customer inquiries, process orders, and handle warranty claims. They are responsible for maintaining accurate records within the company ERP system and collaborating with internal departments to ensure customer satisfaction.

Job details

Company 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 a Regulatory Compliance (Bilingual - Mandarin) Associate 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 Regulatory Compliance (Bilingual - Mandarin) Associate 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, Ownership, Teamwork. Job Description: We are looking for an outgoing, detail oriented, and motivated B2B Customer Service Representative to join our PSI family. The B2B Customer Service Representative is responsible to provide excellent service and respond 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, and process orders, replacements and returns. We are a passionate and down to earth company that value all our employees, team, and customers. Position: Shift: Monday - Friday (9:30 am - 5:30 pm) Type: Permanent Full-time Responsibilities * 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 Skills & Abilities * 1-2 years of work experience in a customer-oriented role is an asset * Strong communication skills (written and verbal) * Bilingualism (English and French) is an asset * 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 The Rewards: * Ongoing learning and development opportunities * Competitive compensation package * Group Benefits Program * Awards for top performers and employee tenure

What you’ll do

The B2B Customer Service Representative will manage inbound and outbound communications to resolve customer inquiries, process orders, and handle warranty claims. They are responsible for maintaining accurate records within the company ERP system and collaborating with internal departments to ensure customer satisfaction.

Requirements

Candidates should have 1-2 years of experience in a customer-oriented role and possess strong communication and computer skills. Proficiency in an ERP system and post-secondary education are considered assets for this position.

Benefits

• Ongoing learning and development opportunities • Competitive compensation package • Group benefits program • Awards for top performers and employee tenure

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Detail-oriented · Preferred
• Account Management · Preferred
• Microsoft Excel · Preferred
• Data entry · Preferred
• Microsoft Word · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Problem solving
• ERP system
• Data entry
• Time management
• Organizational skills
• Microsoft Excel
• Microsoft Word
• Warranty claims processing
• Order processing
• Inbound calls
• Outbound calls
• Account management
• Detail-oriented
• Diplomacy
• Outbound Calls
• Tactfulness
• Record Keeping
• Organizational Skills
• Curiosity
• Bilingual (French/English)
• Customer Support
• Business To Business
• Mandarin Chinese
• Customer Service
• Communication
• Regulatory Compliance
• Computer Literacy
• Interactive Communications
• Invoicing
• Problem Solving
• Multitasking
• Situation Analysis
• Time Management
• Prioritization
• Customer Inquiries
• Teamwork
• Detail Oriented
• Goal-Oriented

Job areas

• Customer Service & Support
• Administrative
• Logistics
• Manufacturing
• Web Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives