Customer Service Representative

JOB SUMMARY & SCOPE

This role involves working closely and collaboratively with assigned vendors, processing and monitoring sales orders and quotes using NetSuite, and supporting business development and pipeline activities to accelerate growth. The ideal candidate is a positive, energetic, self-starter and proactive problem solver with exceptional communication skills and meticulous attention to detail. As a team player, the candidate will cultivate productive working relationships within the organization and demonstrate good judgment in various situations. Strong written and verbal communication, administrative and organizational skills, and the ability to balance multiple priorities are essential. Success in this entrepreneurial environment requires a focus on mission and results.

KEY ACCOUNTABILITIES

Interact successfully and positively in a participatory climate, working collaboratively with our customers, sales and internal team.

Provide responsive customer service while administering sales support. Be a problem solver. Provide recommendations and options to help resolve issues.

Execute based on established processes.

Demonstrate active listening skills. Be curious and willing to ask questions to delve deeper into the customer's needs.

Be hypersensitive to details when writing, processing and verifying information and data.

Personal motivation and ability to manage ambiguity while asking questions to understand.

Easily manage multiple projects, clients and interruptions.

A strong, proven work ethic, high energy and exceptional organizational skills.

Analytical ability to gather and summarize data.

Demonstrate a strong sense of emotional intelligence. Be able to build relationships and communicate effectively with a range of personalities and cultures.

Demonstrate quantitative analysis and critical thinking skills.

Work effectively and efficiently under pressure and stress whilst maintaining a calm and professional attitude.

EDUCATION + EXPERIENCE + KEY TRAITS

Degree in business or related field. Experience in lieu of a diploma will be considered. 

Previous office administration experience is helpful.

Time management and ability to meet deadlines.

Strong organizational skills and ability to multitask.

Solve problems and make decisions.

Proactivity and autonomy.

Demonstrated mastery of the Microsoft suite, particularly Outlook, Word, Excel and Teams.

TYPICAL PERFORMANCE TARGETS

SERVICE DELIVERY:         Sustained, measured excellence in project & process delivery

COST TO SERVE:             Sustained, measured excellence in delivery efficiency with expected continuous improvement

INNOVATION:                 Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

Primary language used in daily operations is French. Additional primary company languages include English, Spanish, and Dutch.

Read and interpret documents, procedure manuals and various correspondence from both internal and external

Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization

SUPERVISION

Role is not responsible for supervising direct or indirect reports

DECISION MAKING + REASONING

Able to take accountability and responsibility for business target delivery and decision making

REASONING ABILITY

Define problems, collect data, establish facts, and draw valid conclusions.

Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Ability to follow detailed instructions and utilize existing resources to solve problems

WORKING RELATIONSHIPS

Sales Operations Support Manager Assigned Sales Team

PHYSICAL REQUIREMENTS

Activity

Amount of Time

None

Under 1/3

1/3 to 2/3

Over 2/3

Stand

X

Walk

X

Sit

X

Use hands to finger, handle, or feel

X

Reach with hands and arms

X

Climb or balance

X

Stoop, kneel, crouch, or crawl

X

Talk or hear

X

Lift Up to 25lbs

X