Customer Service Rep

Job Summary

This position is responsible for assigned territories and will be involved in all facets of the sales operations support and order management functions. The CSR provides outstanding customer service, support, and follow-up to ensure a positive customer experience for both internal and external customers. This position is located in the Brampton, ON (GTA) area.

Essential Functions

Description

• Responds to inbound customer communications by phone, and email in a polite and efficient manner within a fast-paced environment.
• Responsible for communication to customers and Sales Agents regarding purchase order changes, pricing variances, shipping status, availability and being pro-active to any potential challenges.
• Assists customers in submitting wholesale orders, returns, exchanges and warranty claims.
• Daily order management for their assigned territory.
• Manages and maintains customers’ expectations utilizing reports and identifies and communicates supply and demand challenges. Partners with
• Demand and Logistics team to maximize shipment potential to ensure on time shipping and delivery of product.
• Maintains standards of business including, but not limited to: order entry and turnaround time for communications.
• Collaborates with Sales Team to ensure customer requirements are being met and to address any opportunities to improve business.
• Partners with Customer Operations and warehouse on a consistent basis to maintain services to an account. Fill rates, shipping information, labelling and ship methods are imperative to maximize quick turnaround time to a customer.
• Consistently meets/exceeds customer service standards.
• Consistently meets/exceeds monthly team goals.
• Actively increase customer satisfaction; owns and resolves customer problems, proactively anticipates issues and offers solutions.
• Participates in team/departmental events and community volunteer efforts.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities, may change at any time with or without cause.

Qualifications

• High School Diploma or GED Required
• Minimum one (1) year experience in a customer service role preferred

Any equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis.

Knowledge, Skills, and Abilities

• Bilingual in both English and French (verbal and written) required.
• Must be able to work independently and within a team atmosphere.
• Must be able to manage their own workload, time and organize their responsibilities within the needs of business.
• Advanced verbal and written communication skills, as interaction with our customers will largely be over the phone and email.
• Ability to respond to complex customer service situations with empathy.
• A team player who can maintain positive working relationships.
• Demonstrates excellent problem-solving skills.
• Strong attention to detail and accuracy.
• Must be able to handle feedback from others. Including peers.
• Proficient computer skills and comfort using Microsoft Office Suite.
• Previous experience with SAP a plus.
• Previous EDI experience an asset.

Travel Required: No

Base Salary: $55,000 - $58,000 yearly

This range represents the low and high ends of the anticipated base salary range for this position. The actual base salary will depend on numerous factors such as experience, knowledge, skills, and location. Our base salary is just one component of our competitive total rewards strategy, which includes numerous benefits and perks as well as specific health and welfare benefits.

Why Work at KEEN:  Driven by a passion for life outside, KEEN is a values-led, independently owned brand from Portland, Oregon, that’s on a mission to create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN launched a revolution in the footwear industry with the introduction of the Newport adventure sandal and has donated more than $18 million to non-profit organizations and causes around the world to promote responsible outdoor recreation, including conservation efforts to protect open spaces. KEEN strives to show the world through its products and its actions that a business for good can actually be good for business. By giving back, reducing impact, and activating communities and individuals to protect the places where we work and play, KEEN puts its values in motion and takes action to leave the world a better place.  

Fuerst Group, KEEN, and Chrome are equal opportunity employers.  We value an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.