Customer Service Representative

Job Description

Can you :

Be the primary point of contact for our valued customers, providing exceptional service and support through various channels including phone, email, and in-person interactions.

• Respond promptly and professionally to customer inquiries, concerns, and requests
• Process orders, quotes, and returns accurately and efficiently
• Provide product information, recommendations, and pricing details to customers
• Collaborate with internal teams to resolve customer issues and ensure customer satisfaction
• Maintain accurate customer records and update information in the company's database
• Identify and escalate complex issues to appropriate departments when necessary
• Generate sales leads and assist in upselling and cross-selling products
• Participate in ongoing training to stay updated on company products, services, and policies
• Contribute to a positive team environment by sharing knowledge and best practices
• Assist in maintaining a clean and organized workspace
• Perform other related duties as assigned

Additional duties may include :

• Act as a project manager (as needed) for large projects, which includes keeping detailed records of lead times and communicating lead time updates to the customer
• Meet or exceed the Profit Centre’s gross profit and sales targets
• Expedite customer material with vendors when required
• Follow up with customers on quotes and outstanding orders
• Be an integral part of the team supporting all activities that occur at the Profit Center
• Perform other tasks as requested by the Profit Center Manager

Qualifications

Qualifications

• High school diploma or equivalent; college degree is a plus.
• Being Awesome is mandatory
• Minimum of 1 year experience in customer service or related field
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office suite (Word, Excel, Outlook)
• Strong problem-solving and decision-making abilities
• Exceptional interpersonal skills with a talent for building relationships
• Ability to multitask and work efficiently in a fast-paced environment
• Detail-oriented with strong organizational skills
• Basic math skills and ability to provide accurate quotes and process orders
• Resilient and able to remain calm under pressure
• Flexible and adaptable to always changing priorities
• Strong work ethic and high standard of integrity
• Ability to work both independently and collaboratively in a team setting
• Active listening skills and empathy towards customer needs
• Basic typing and data entry skills
• Knowledge of industrial piping products / mines is a plus, but not required
• Able to learn and operate the applicable software system used to process orders
• Intermediate math skills

Preferred Skills :

• Previous experience with or knowledge of weld fittings, pipe , valves and other products sold at the Profit Centre
• Experience using ERP System

Additional Information

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential.

EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law.

We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.