• Handle difficult customer calls in a courteous and professional manner, providing complaint resolution and ensuring the customer’s continued loyalty to brand.
• Provide satisfaction and one call resolution to any customer who is requesting a call to be escalated, as well as quality complaints or concerns.
• Assess needs and suggest alternative products or services and handle situations that require adaptation of response and/or extensive research and follow up according to the nature of the situation
• Manage relationships with business partners to ensure customer satisfaction and issue resolution
• Reporting all quality concerns, alerting business partners with high sensitivity issues, sending/explaining water quality
• Offers ideas and advice for process improvements that will help increase customer satisfaction
• Strives to learn the quoting process to improve the CE team’s flexibility
• Maintains accurate customer data by updating ERP and CRM systems
• Ensures that RFQs contain all the necessary information before submitting to the customer. 
• Engage with customers to get missing information 
• Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
• Collaborate cross-functionally with product, sales & client services, marketplace partnerships, marketing, external partners, and other teams to ensure a positive resident experience
• Assist Customer Experience manager and stakeholders in the activation of resident-facing service offerings and communications

Skills: Complaint Handling, Alternative Solution Suggestion, Relationship Management, Process Reporting, Process Improvement, ERP/CRM Management, Service Level Management, Cross-Functional Collaboration

• Assist customers, retail partners, and regional managers via phone and email with ordering and account inquiries
• Quickly address, solve, and track all customer support requests using Zendesk
• Solve problems and address unsatisfactory experiences
• Change course as priorities shift in real time with new inbound issues arriving
• Responsible for developing and maintaining strong customer relationships
• Works closely with Sales and internal departments to ensure product orders meet customer specifications
• Resolves customer problems by finding appropriate solutions
• Responds to product inquiries from customers
• Receiving and responding to incoming customer inquiries or concerns via email and phone to ensure an exceptional experience for all customers.
• Proactively reach out to customers requiring support during loan application and providing solutions to questions throughout application journey.
• Collaborating with various teams to validate the customer experience and improve efficiency of operations.
• Managing daily workflows in line with company expectations (e.g., SLAs).
• Manage updates to company procedures that align with current operational guidelines and best practises.

Skills: Customer Relationship Management, Zendesk Proficiency, Problem Resolution, Adaptability, Sales Collaboration, Inquiry Response, Proactive Customer Engagement, Workflow Management

• Triage requests by telephone, email and at the counter, providing information to the public on a range of City, Government and community services and programs. 
• Process and respond to information and service requests using the CRM and related program and service knowledge base articles.
• Using Best practice customer service strategies, apply service and program guidelines to resolve customer issues while referencing key performance indicators for quality assurance.
• Follow the business process for centralized services, such as marriage licenses, death registrations, commissioner of oaths services, property taxes, parking and program registration, and other departmental consolidated services.
• Process financial transactions for city services and programs for multiple departments, following corporate financial procedures (including PCI compliance).
• Responsible for providing customers with high quality, individualized phone support, processing requests for information, assisting in customer onboarding and engagement, and conducting research and analysis in order to ensure successful outcomes when complexities arise. 
• Representatives must deliver accurate and prompt resolution of any issues that arise, and relay necessary information to the customers by both verbal and written communication. 
• Coordinate transport orders towards LZ selected supplier for road, air, ocean freight related shipments following established processes, policies and tools.
• Issuing of relevant documents to facilitate the physical transportation of goods: Transport orders, shipping invoice, other required documents upon Customer request.
• Handle the coordination and response to all inquiries following established policies, processes and tools.
• Invoicing control of product prices and increments and proactively co-ordinate the internal price records with the responsible pricing administrator.
• Comply with SOX requirements such as to ensure all goods shipped in a given month are invoiced in the same month.
• Collect and process customer orders in the Lubrizol order management system (mostly SAP). 

Skills: Request Triage, CRM Proficiency, Customer Service Strategy, Financial Transaction Handling, Research and Analysis, Communication Skills, Document Issuance, Compliance Adherence

• Responsible for managing the product claims/warranty process to ensure a positive purchase experience for the customer. 
• Responsible for accurately and effectively complete customer satisfaction surveys, document customer interactions, provide follow-up and resolution
• Manage customer inquiries from various sources such as (but not limited to) chat, email, social media platforms, inbound & outbound calls regarding claim/warranty, product and services inquiries
• Educate the customer about warranty policies while elevating brand and ensuring a positive customer service experience
• Resolves product or service problems by clarifying the customer complaint. 
• Determines the cause of the problem, by selecting and explaining the best solution to solve the problem. 
• Expediting correction or adjustment, escalating or following up to ensure resolution
• Responsible for scheduling services for various product lines and follow up to ensure that customers are being serviced properly
• Provide a superb customer experience through active listening, effective communication (verbal and written), and a personable positive attitude
• Maintain and improve on a system of databases, protocols that enable fast determination of facts and expedient resolution of claims. 
• Documenting effectively each interaction with the customer in system
• Attract potential customers by answering product and service questions, suggesting information about products and services
• Upsell products and convert them to positive reviews
• Keep track of order status and communicate progress adequately to both internal and external customers.

Skills: Claims Management, Customer Satisfaction Analysis, Multi-Channel Support, Warranty Education, Problem Resolution, Service Scheduling, Database Management, Upselling Techniques

• Provide primary after-sales support to customers with the entry of orders, product order status, resolution of problems, shipment scheduling, and any concerns related to order fulfillment. 
• Order management from start to end, product delivery, forecast analysis when applicable, and suggest corrective actions.
• Review customer purchase orders and liaise with customers as required to collect missing information, documentation, and approvals required to complete orders.
• Responds to customer inquiries including but not limited to pricing, order status, and delivery date information
• Responsible for on-time delivery of customer shipments for all ready product
• Responsible for all phases of customer orders including order entry, data management, quantity changes, product changes, and all order confirmations
• Contributes to team effort by accomplishing assigned individual goals
• Respond to requests for information in a timely fashion
• Coordinates with Demand Planning on new requirements and changes to ensure demand is correct and complete
• Communicates recurring product defects or service issues to the manager on a timely basis to eliminate future occurrences
• Review the submission of a customer claim, determine if it falls within the outlined criteria, and then take the appropriate action for either a claim denial or the proper processing of a valid claim
• Promote a culture of high performance and a commitment to continuous improvement
• Stay well-informed of all new products, services, policies, procedures, and system changes

Skills: Order Management, Product Delivery, Forecast Analysis, Customer Liaison, Inquiry Response, On-Time Shipping, Data Management, Continuous Improvement

• Excellent communication skills – written and verbal
• Strong customer orientation
• Ability to multi task with excellent organizational skills
• Strong technical ability to interpret architectural drawings and perform 2D drawings
• Demonstrated initiative and attention to detail
• Proven problem solving ability
• Experience in a Manufacturing environment
• Working knowledge of MRP systems (JD Edwards and Hubble an asset)
• Computer proficiency including MS Office suite, working knowledge of AutoCad
• Experience in a Customer Support related role, preferably supporting a specialized or technical product

Qualifications: BA in Psychology with 5 years of Experience

• Must have computer skills including typing and familiarity with Microsoft Office products.
• Verbally communicate via telephone-maintaining a positive demeanor.
• Verbally communicate with all levels of staff-maintaining a positive attitude.
• Excellent listening skills and takes initiative
• Attention to detail and accuracy.
• Good people skills and a positive attitude
• Be able to communicate with customers in Sign Language
• Extensive computer knowledge
• Technical background experience
• Customer-oriented approach and ability to empathize with customers

Qualifications: BA in Public Relations with 4 years of Experience

• A fast-learner who is meticulous, diligent, and proud about work
• Adaptable, positively embrace change and have a growth mindset
• Empathetic towards each client’s unique needs
• Interested in working in a fast-growing start-up environment
• Curious and willing to challenge the status quo
• Highly-motivated, have an entrepreneurial spirit and a strong work ethic
• Excellent communication skills, written, verbal, and listening
• Ability to multitask, strong computer, analytical, decision making, time management, and organizational skills
• Professional, friendly, and confident appearance
• Fluent command of written and spoken English at native level

Qualifications: BA in Marketing with 1 year of Experience

• General office experience, including telephone techniques and computer skills, in a customer service environment
• Excellent communication skills both verbal and written in English
• Thorough knowledge of office equipment, including MS Word/Excel.
• Knowledge of TMS Truckmate 
• Service oriented with strong customer interaction skills and commitment
• Ability to make sound decisions independently to obtain desired results
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Qualifications: BA in Business Administration with 2 years of Experience

• Ability to quickly put brokerage knowledge into action
• Excellent customer service, written and verbal communication skills with a passion to support customers
• Effectiveness and willingness to adapt to CX experience delivery through phone and written channels
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Self-starter and ambitious learner who is comfortable with ambiguity and fast paced environment
• Able to exercise independent thought and judgment, adapt to new tasks
• Ability to prioritize tasks in a multi-task environment
• Knowledge of CAD Software used in Architecture (Revit, Sketchup, ArchiCad, Rhino, or Vectorworks) and/or Enscape Software

Qualifications: BA in Communications with 2 years of Experience