Customer Support Representative

About The Job

Since 1912, IMW Industries Ltd; has manufactured industrial equipment known for its quality and reliability; Today, IMW is a leading supplier of Compressed Natural Gas (CNG) equipment for vehicle fueling and industrial applications; Our products include compressors, dispensers, storage systems, CNG parts, and technical services;

Position Overview: The Customer Support Representative works with domestic and international customers/representatives to generate aftermarket parts, service sales, and support efficiently and professionally;

Duties And Responsibilities

• Responsible for acting as a liaison between customers and IMW;
• Assists with complaints, orders, errors, account questions, and other queries;
• Develop sales and service opportunities; recommend potential products or services to management;
• Build sustainable relationships of trust through open and interactive communication; Supply services in an efficient, professional, and courteous manner;
• Resolve customer complaints and technical queries via phone, email, or mail within the time limits and follow up to ensure resolution;
• Work with the Aftermarket team to ensure proper customer service is being delivered;
• Manage a large number of incoming emails;
• Follow communication procedures, guidelines, and policies;
• Communicate on time on all inquiries, schedules, and shipments including forwarding tracking numbers and following up;
• Participate in the development and refinement of aftermarket processes, functions, and services; This includes analyzing key performance indicators or another measure, tracking transactions and trends;
• Understand shipping requirements for each specific market including document requirements, importation rules, duty structures, and other shipping logistics;
• Keep records of customer interactions, process customer accounts, and file documents;
• Assist with pricing structures, market feed, and market-specific pricing information;
• Know and understand workplace health and safety rights and responsibilities, always follow safe work procedures, and act safely;
• Other duties as required.
  
  

Education And Experience

• High School Diploma;
• Proven customer support experience;
• Strong phone contact handling skills and active listening;
• Familiar with ERP Systems and practices;
• Customer orientation and ability to adapt/respond to different types of people;
• Excellent communication and presentation skills;
• Ability to prioritize and manage time effectively;
• Minimum 2 years of experience or equivalent combination of education and experience.
  
  

Skills And Other Qualifications

• Proficient in Microsoft Office (Word, Excel, and Outlook);
• Experience with an Enterprise Resource System such as Microsoft Dynamics or SAP is an asset;
• Ability to learn new programs as required;
• Fluent in English with good interpersonal skills.