Customer Care Senior Specialist

Job Summary

As a Customer Service Specialist, you will be the primary point of contact for customer inquiries, order processing, and issue resolution. In this role, you will be responsible for ensuring seamless interactions and exceptional service that sets us apart in the industry. Reporting to the Customer Service Manager, you will work closely with cross-functional teams to ensure timely and accurate order fulfillment while delivering a high standard of customer service. 

Key Tasks & Responsibilities (Essential Functions)

• Provide high-quality customer service, responding promptly to inquiries via phone and email.
• Assist customers with product selection and availability, order placement and status to ensure a smooth purchasing experience.
• Process and manage customer orders from multiple sources (e-store, email, phone), ensuring accuracy and adherence to company policies and ISO standards.
• Work closely with Production, Shipping, Accounting, and Sales to facilitate order fulfillment and timely delivery.
• Address and resolve any customer concerns and issues professionally and efficiently.
• Develop and maintain a strong familiarity with product offerings to provide accurate information and assist customers with their inquiries.
• Document customer interactions, navigate multiple systems, and manage software registration and license requests.
• Process returns and merchandise requests while maintaining accurate records.
• Contribute to customer support resources by creating help articles and FAQs.
• Foster strong relationships with customers, ensuring a friendly yet professional experience.

Skills and Minimum Experience Required

• 3-5+ years of proven customer service experience in a high-volume environment.
• Strong phone etiquette, active listening skills and the ability to resolve customer issues with empathy.
• High attention to detail with the ability to analyze information and make informed decisions.
• Resilient and adaptable to changing business needs.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Collaborative mindset with strong relationship-building skills, particularly in a remote environment.
• Genuine passion for fostering positive customer relationships by delivering exceptional service.

Preferred Skills and Experience

• Bilingual French and English: To serve clients and external service providers across Canada and USA
• Experience with Infor Syteline ERP system.

• Intermediate/advanced knowledge of Microsoft Office (Word, Excel and Outlook).
• Experience with Microsoft Dynamics or other CRM software.

• Experience in the manufacturing sector.
• Experience in online chat support.
• Knowledge of Niagara licensing.