B2B Customer Service Representative

Company

Pacific Smoke International is Canada’s leading distributor of electronic vaporizers and manufacturer of award-winning e-liquids. Our goal is to empower people nationwide to quit smoking and make the switch to a safer alternative to combustible cigarettes. We are a young, thriving company, located in Markham and we are seeking a passionate Customer Service Representative to join our Customer Service team. Take part in joining an exciting career in a booming industry!

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.

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