Customer Service Representative

POSITION OVERVIEW

The Customer Service Representative is responsible 1) taking and processing orders; 2) responding to customers in person, online and by phone; 3) ensuring customer satisfaction by anticipating customer needs and proposing appropriate solutions based on our product portfolio.  As an integral member of the team, the Customer Service Representative maintains productive working relationships, internally and externally, and coordinates all aspects of the sale from orders to deliveries and payments.

RESPONSIBILITIES

• Create and manage order entries.
• Prepare daily order schedule and distribute to warehouse staff.
• Collaborate with warehouse to address shipping errors and discrepancies.
• Address delivery-related issues such as late shipments, shortages and damaged products.
• Prepare all required paperwork for freight claims due to damages and arrange for credit, or reshipment.
• Process transactions including payments and credits.
• Service customers directly by telephone, email, mail over the counter and in the showroom.
• Respond to customers and sales representatives on inquiries pertaining to product, shipping, warranty, etc.
• Support outside sales team by adopting internal processes to ensure customer satisfaction.
• Product knowledge to assist dealers/customers with parts or install inquiries.
• Participate in local trade shows, occasionally requiring weekend support.
• Complete other tasks, as requested by Branch Manager.

Education & Qualifications

• Completion of a college, vocational, or technical program is preferred; minimum requirement is a high school diploma (Grade 12) or GED.
• Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
• Knowledge of building materials, windows and doors, or residential construction is considered an asset but is not required.

Skills & Attributes

• Previous Inside Sales, Customer Service, or Order Desk experience is considered a strong asset.
• Excellent administrative, organizational, time management, and prioritization skills.
• Ability to thrive in a fast-paced environment and respond with a sense of urgency when required.
• Customer-focused with a high level of professionalism, integrity, and discretion.
• Collaborative team player who works effectively with colleagues across departments to achieve shared goals.
• Strong attention to detail with the ability to accurately process and follow up on customer orders.
• Excellent verbal and written communication, interpersonal, and problem-solving skills.
• Strong work ethic with a commitment to delivering exceptional customer service. 

Compensation: $55,000–$57,000 per year, based on experience.

Work Location: This is a fully on-site position based at:

Mitten Building Products 
47 Clyde Ave.
Mount Pearl, NL A1N 4R8

Mitten Inc. is also committed to providing an inclusive and barrier free recruitment and selection process. Applicants should advise Human Resources if they require any type of accommodation during the recruitment process