Top Benefits
About the role
**WHAT DO WE DO?**We create solutions for the people who keep our world flowing.
For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.
THE ROLE
Under the supervision of the Customer Care Supervisor, this role constantly strives to provide exceptional customer experience to our customers. The position is responsible for ensuring all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor and passion for great customer experience.
DUTIES & RESPONSIBILITIES
- Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels.
- Proactively communicate with customers about promised ship dates and any changes to their orders.
- Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues.
- Maintain accurate and up-to-date records of all customer communications in the CRM system.
- Provide regular updates to customers regarding the status of their orders and shipments.
- Identify and refer complex technical inquiries to the appropriate internal personnel for resolution.
- Collaborate with internal teams to expedite critical orders or those for target accounts.
- Keep customers informed about their inquiries, order statuses, shipments, and any potential issues.
- Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience.
- Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed.
- Collect and provide feedback from customers to internal teams to identify areas for improvement.
- Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge.
- Work closely with the sales and distribution teams to ensure customer needs are met efficiently.
Requirements
Essential:
- Bilingual in English and French, with strong communication skills in both languages
- College Diploma in a related field, AND/OR a minimum of 1 to 3 years of related experience in customer service.
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
- Must have excellent written and verbal communication skills in both English and French
- Ability to multitask and deal with a variety of demands.
- Excellent organizational and time management skills.
Desirable:
- Knowledge of mechanics is considered as asset.
- B2B customer experience.
WORK ENVIRONMENT
Fast-paced environment in a dynamic competitive industry
Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings
Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions
Benefits
Canadian founded and owned , John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.
WHAT’S IN IT FOR YOU?
-
Competitive remuneration including base salary + incentive
-
Competitive vacation
-
Paid personal day program
-
Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
-
Company Group RRSP with employer matching
-
Annual health & wellness subsidy
FUN FACTS
-
The average employee tenure is 9 years
-
We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
-
We regularly host social events and gatherings to foster togetherness and fun
We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.
About John Brooks Company
John Brooks is an innovative company that combines fresh ideas and 80 years of solving fluid-handling challenges for our customers, and we love doing it. We are a team of Spraying, Pumping, Filtering, Valve, and Systems specialists who solve any and all municipal and industrial application challenges across Canada.
We are thankful to have had relationships with many of our customers and suppliers that span decades; this is a testament to how we conduct business throughout our organization. We have evolved and we will continue to re-engineer ourselves for the future as we help our customers tackle various challenges.
Since 1938, respect is the cornerstone of what John Brooks is about. We have a culture that respects all stakeholders, whether they are suppliers, customers, or our employees. We work hard to foster an entrepreneurial environment where decision-making, creative thought, and initiative are rewarded; this is a place where your ideas matter.
This positive but challenging work environment has allowed us to employ many passionate and skilled employees over our 80-year history; our average employee tenure is over 11 years. We have a number of employees whose first job was with John Brooks and years later retired with us.
When you join John Brooks Company, you are connecting with a team that is committed to your success. You will be supported by our ownership, our management team and by your co-workers. Many of our most tenured employees are also our most motivated and committed employees, and we believe this speaks volumes about what it's like to work at John Brooks Company Limited.
Dynablast, MDA Filtration, ML Gatewood, ASL Roteq, and Motech Distribution are all divisions of John Brooks Company Limited.
Top Benefits
About the role
**WHAT DO WE DO?**We create solutions for the people who keep our world flowing.
For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.
THE ROLE
Under the supervision of the Customer Care Supervisor, this role constantly strives to provide exceptional customer experience to our customers. The position is responsible for ensuring all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor and passion for great customer experience.
DUTIES & RESPONSIBILITIES
- Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels.
- Proactively communicate with customers about promised ship dates and any changes to their orders.
- Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues.
- Maintain accurate and up-to-date records of all customer communications in the CRM system.
- Provide regular updates to customers regarding the status of their orders and shipments.
- Identify and refer complex technical inquiries to the appropriate internal personnel for resolution.
- Collaborate with internal teams to expedite critical orders or those for target accounts.
- Keep customers informed about their inquiries, order statuses, shipments, and any potential issues.
- Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience.
- Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed.
- Collect and provide feedback from customers to internal teams to identify areas for improvement.
- Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge.
- Work closely with the sales and distribution teams to ensure customer needs are met efficiently.
Requirements
Essential:
- Bilingual in English and French, with strong communication skills in both languages
- College Diploma in a related field, AND/OR a minimum of 1 to 3 years of related experience in customer service.
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
- Must have excellent written and verbal communication skills in both English and French
- Ability to multitask and deal with a variety of demands.
- Excellent organizational and time management skills.
Desirable:
- Knowledge of mechanics is considered as asset.
- B2B customer experience.
WORK ENVIRONMENT
Fast-paced environment in a dynamic competitive industry
Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings
Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions
Benefits
Canadian founded and owned , John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.
WHAT’S IN IT FOR YOU?
-
Competitive remuneration including base salary + incentive
-
Competitive vacation
-
Paid personal day program
-
Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
-
Company Group RRSP with employer matching
-
Annual health & wellness subsidy
FUN FACTS
-
The average employee tenure is 9 years
-
We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
-
We regularly host social events and gatherings to foster togetherness and fun
We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.
About John Brooks Company
John Brooks is an innovative company that combines fresh ideas and 80 years of solving fluid-handling challenges for our customers, and we love doing it. We are a team of Spraying, Pumping, Filtering, Valve, and Systems specialists who solve any and all municipal and industrial application challenges across Canada.
We are thankful to have had relationships with many of our customers and suppliers that span decades; this is a testament to how we conduct business throughout our organization. We have evolved and we will continue to re-engineer ourselves for the future as we help our customers tackle various challenges.
Since 1938, respect is the cornerstone of what John Brooks is about. We have a culture that respects all stakeholders, whether they are suppliers, customers, or our employees. We work hard to foster an entrepreneurial environment where decision-making, creative thought, and initiative are rewarded; this is a place where your ideas matter.
This positive but challenging work environment has allowed us to employ many passionate and skilled employees over our 80-year history; our average employee tenure is over 11 years. We have a number of employees whose first job was with John Brooks and years later retired with us.
When you join John Brooks Company, you are connecting with a team that is committed to your success. You will be supported by our ownership, our management team and by your co-workers. Many of our most tenured employees are also our most motivated and committed employees, and we believe this speaks volumes about what it's like to work at John Brooks Company Limited.
Dynablast, MDA Filtration, ML Gatewood, ASL Roteq, and Motech Distribution are all divisions of John Brooks Company Limited.