Family owned and professionally managed, Westbrook Trailers is a division of The Westbrook Group of Companies specializing in the manufacturing of Galvalume steel light duty trailers, and partially assembled kit trailers.

SUMMARY

The Customer Service Representative will provide bilingual customer service and support on all of Westbrook's trailer models to our retailers and consumers. This individual will develop in-depth product knowledge to answer technical questions and work collaboratively with other departments to resolve customer issues to build customer satisfaction and confidence in the Westbrook Trailers brand.

This position is ideally suited to customer service specialists that can speak and write in English/French and have a mechanical/technical aptitude to support our customers to assemble and troubleshoot issues with our trailers.

RESPONSIBILITIES

• Develop understanding of the retailer's product availability, benefits, and price structure;
• Process sales orders and warranty claims across a range of online platforms, promptly escalating any related issues as necessary;
• Review sales order details (pricing, address, expected delivery date) for accuracy, promptly resolving any related issues that could negatively impact our vendor score;
• Proactively manage back orders, updating consumers on new ship dates;
• Provide advice and information about products to consumers seeking to buy accessories;
• Respond to Bazaar Voice, Google, and Facebook inquiries and reviews in a timely and professional manner to promote a positive brand image;
• Handle inbound calls, emails, and customer service inquiries;
• Resolve technical issues for retailers and consumers by asking probing questions, troubleshooting and analyzing problems to identify the root cause and offer relevant solutions;
• Report quality issues, emerging trends to identify continuous improvement opportunities and proactive preventative measures;
• Enter detailed records of each customer interaction, including resolutions in the CRM database;
• Authorize warranty labour repairs following establish guidelines;
• Assist consumers visiting Westbrook for service, to place/pick up orders, or purchase Scratch & Dent trailers, handling payments (cash or credit card) efficiently and responsibly;
• Issue invoices across a range of online platforms daily, identifying and resolving any discrepancy before sending EDI invoices;
• Support other team members as required with order fulfillment, general customer service, etc.;
• Perform administrative duties as required including filing, updating customer information, etc.;

QUALIFICATIONS

• Minimum 2 years’ experience in a customer service or call center environment;
• High School diploma/GED required (College degree preferred);
• Prior experience using CRM systems;
• Able to communicate with customers verbally or in writing in English and French.

SKILLS & COMPETENCIES

• Exceptional customer focus to promptly and sensitively address customer concerns, employing negotiation and influence skills to reach a mutually acceptable outcome;
• Strong problem solving and analytical skills;
• Mechanical/electrical aptitude for troubleshooting issues;
• Excellent verbal and written communication skills;
• Strong organization and time management skills with the ability to multi-task effectively;
• Autonomous and willing to take initiative;
• Excellent attention to detail;
• Intermediate proficiency in MS Office (Word, Excel, Outlook)

We thank all applicants for their interest, however only those selected for an interview will be contacted.

Westbrook Greenhouses Ltd. is an equal opportunity employer. We value workplace diversity and inclusion. Our hiring decisions are made on the basis of candidate qualifications, merit and business need. We are committed to providing accessible employment practices in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process by contacting Human Resources.