Bilingual Customer Service Representative (Dynablast)
Top Benefits
About the role
Department: Dynablast
Location: Mississauga
WHAT DO WE DO?
For more than 35 years, Dynablast has been a leading supplier of Pressure Wash Equipment, Components and Light Construction Equipment. We are a division of John Brooks Company Limited, which is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada, and has been in business for over 80 years!
Today, Dynablast continues to offer strong & well recognized brand names from within our industry, a full line of ETL & CSA certified equipment, strong inventory, next day shipping, and a team committed to our partners, our customers.
THE ROLEWe are currently searching for a Bilingual Customer Service Representative! Under the supervision of the Customer Service Supervisor, the CSR constantly strives to provide exceptional customer service and extensive technical & application-based knowledge to our customers. Making up a core component of the Dynablast Sales team, the CSR will demonstrate a passion for learning about Company products and will articulate those with perfection to customers. As well, the position is responsible to ensure 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, passion for the industry, and maintains a “customer first” mindset.
DUTIES & RESPONSIBILITIES
Ensure a timely, professional response to all customer inquiries by:
- Defining customer requirements – delivery, product, price, product identification, order status, etc.
- Providing quality quotes
- Coordinating with suppliers as necessary
- Sending out technical information when appropriate
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel
Efficient and timely entry of customer orders into order entry system by:
- Developing a detailed knowledge of the order entry system
- Focusing on details – ensuring correct price, product number, description, etc.
- Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
Provide superior customer service by:
- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
- Referring to others for technical recommendations as required
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Building customer relationships focusing on target accounts
- Providing support for Level 1 technical calls
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed
Assists the Outside Sales Teams by:
- Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
- Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
- Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
- Executing quotation follow-up as well as maintaining and updating sales quotation log
Other:
- Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time
Requirements
Essential:
- College Diploma in a related field
- Strong written and verbal communication skills in both French and English
- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
- Must have a passion for learning and staying current with the Company’s products to answer customer questions
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation
Desirable:
- Working knowledge of fluid handling equipment and technical/mechanical processes
- Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems
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.
Bilingual Customer Service Representative (Dynablast)
Top Benefits
About the role
Department: Dynablast
Location: Mississauga
WHAT DO WE DO?
For more than 35 years, Dynablast has been a leading supplier of Pressure Wash Equipment, Components and Light Construction Equipment. We are a division of John Brooks Company Limited, which is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada, and has been in business for over 80 years!
Today, Dynablast continues to offer strong & well recognized brand names from within our industry, a full line of ETL & CSA certified equipment, strong inventory, next day shipping, and a team committed to our partners, our customers.
THE ROLEWe are currently searching for a Bilingual Customer Service Representative! Under the supervision of the Customer Service Supervisor, the CSR constantly strives to provide exceptional customer service and extensive technical & application-based knowledge to our customers. Making up a core component of the Dynablast Sales team, the CSR will demonstrate a passion for learning about Company products and will articulate those with perfection to customers. As well, the position is responsible to ensure 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, passion for the industry, and maintains a “customer first” mindset.
DUTIES & RESPONSIBILITIES
Ensure a timely, professional response to all customer inquiries by:
- Defining customer requirements – delivery, product, price, product identification, order status, etc.
- Providing quality quotes
- Coordinating with suppliers as necessary
- Sending out technical information when appropriate
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel
Efficient and timely entry of customer orders into order entry system by:
- Developing a detailed knowledge of the order entry system
- Focusing on details – ensuring correct price, product number, description, etc.
- Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
Provide superior customer service by:
- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
- Referring to others for technical recommendations as required
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Building customer relationships focusing on target accounts
- Providing support for Level 1 technical calls
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed
Assists the Outside Sales Teams by:
- Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
- Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
- Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
- Executing quotation follow-up as well as maintaining and updating sales quotation log
Other:
- Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time
Requirements
Essential:
- College Diploma in a related field
- Strong written and verbal communication skills in both French and English
- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
- Must have a passion for learning and staying current with the Company’s products to answer customer questions
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation
Desirable:
- Working knowledge of fluid handling equipment and technical/mechanical processes
- Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems
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.