Customer Service Representative-Canada
About the role
Shape Process Automation, a SHAPE Technologies Group (“SHAPE”) company is a global, high-tech engineering and process automation provider. We develop integrated manufacturing strategies and industrial automation solutions for Tier I and Tier II suppliers and beyond. Our comprehensive approach and the passionate team behind it are how we’re redefining manufacturing with robotic automation.
We take a holistic view of clients’ manufacturing operations, designing and implementing the right production strategies and solutions to meet their needs.
Why work for Shape Process Automation?
Be a part of a unique group of people who not only love what they do but love the technology. Our team is comprised of talented individuals who have purpose, creativity, and passion. Our global presence, products, and people are expanding the definition of possible, connecting customers and emerging markets to the manufacturing processes of tomorrow.
We are committed to the professional growth and personal well-being of our team. We offer a competitive benefits package to help meet your financial, physical, and emotional needs. Our benefits programs are designed to support the growth of individuals, allowing team members to focus on Company vision and be fully engaged both at work and at home.
Together, we tackle the toughest manufacturing challenges and drive industry innovation. But the most important common thread binding our teams is a shared, genuine passion to help our customers achieve greatness.
Role
SUMMARY
The Customer Service Representative will perform the duties and responsibilities of quoting, order processing, and shipment tracking to drive customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Expedite, process and input customer orders by exercising approved authority within given guidelines/policies to ensure completed delivery of customer orders.
- Assists with the processing and troubleshooting e-commerce orders and various web-based requests.
- Provides timely response to inquiries regarding production, assembly, accounting, and shipping concerns.
- Reports detailed customer notes and trouble tickets via internal CRM tool.
- Maintain customer records and files.
- Function as liaison between customers and Flow International associates to facilitate quick resolutions of customer requirements or concerns.
- Provide software registration assistance for customers.
- Work with Technical Services to help provide part numbers for basic consumable parts to customers who request them.
- Actively participate in aftermarket sales, including making outbound calls and providing promotional information to customers.
- Responsible for helping the customer care team meeting annual, quarterly, and monthly business goals.
SUPERVISORY RESPONSIBILITIES: None
TRAVEL: None
Qualifications
REQUIRED KNOWLEDGE, SKILLS, ABILITIES:
- Relentless customer advocate, experienced in finding solutions to improve relationships and drive growth
- Intermediate level of analytical ability where problems are complex.
- Strong verbal and written communication skills.
- Ability to work independently.
- High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
- Innovative/creative thinking.
- Quick learner able to adapt quickly while in learning mode.
- Ability to work remotely in a home office when required.
- Demonstrated ability to prioritize and manage multiple tasks
- Attention to detail for accuracy. Should this go under the Role section?
EDUCATION and EXPERIENCE:
- High school graduate or equivalent training.
- Minimum of two (2) years of experience in a customer service role
- Familiarity with e-commerce websites
- Familiarity with various computer systems, web-based programs, and phone experience.
Location: This is a hybrid role based in the Burlington office.
Compensation: $30–$35 CAD, depending on experience
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel. The employee is occasionally required to stand; walk; talk or hear; climb or balance; stoop, kneel, crouch or crawl; reach with hands and arms. The associate must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Not the right fit? Search for Customer Service Representative jobs in Burlington, ON
About SHAPE Technologies Group
SHAPE is a strategic ecosystem of companies including KMT Waterjet Systems, Flow International, H20 Jet, AquaDyne, Advanced Pressure Systems (APS), Aquarese, TOPS Waterjet; and Shape Process Automation. Collectively, we provide an extensive portfolio of manufacturing process solutions to customers around the world. The core technology of SHAPE was founded in high pressure waterjet cutting, cleaning and surface preparation. We work together to develop intellectual properties that drive progress and raise the bar in service excellence. We set the standard for integrity, professionalism, and inclusiveness to meet the challenges of rapidly evolving industries. Tomorrow's customers will require more innovative solutions, we continue to push the envelope in developing the advanced technologies and digital tools to solve manufacturing challenges at the pace and scale of the markets we serve.
Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the preeminent advanced process solutions partner handling the highly engineered products of tomorrow.
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Customer Service Representative-Canada
About the role
Shape Process Automation, a SHAPE Technologies Group (“SHAPE”) company is a global, high-tech engineering and process automation provider. We develop integrated manufacturing strategies and industrial automation solutions for Tier I and Tier II suppliers and beyond. Our comprehensive approach and the passionate team behind it are how we’re redefining manufacturing with robotic automation.
We take a holistic view of clients’ manufacturing operations, designing and implementing the right production strategies and solutions to meet their needs.
Why work for Shape Process Automation?
Be a part of a unique group of people who not only love what they do but love the technology. Our team is comprised of talented individuals who have purpose, creativity, and passion. Our global presence, products, and people are expanding the definition of possible, connecting customers and emerging markets to the manufacturing processes of tomorrow.
We are committed to the professional growth and personal well-being of our team. We offer a competitive benefits package to help meet your financial, physical, and emotional needs. Our benefits programs are designed to support the growth of individuals, allowing team members to focus on Company vision and be fully engaged both at work and at home.
Together, we tackle the toughest manufacturing challenges and drive industry innovation. But the most important common thread binding our teams is a shared, genuine passion to help our customers achieve greatness.
Role
SUMMARY
The Customer Service Representative will perform the duties and responsibilities of quoting, order processing, and shipment tracking to drive customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Expedite, process and input customer orders by exercising approved authority within given guidelines/policies to ensure completed delivery of customer orders.
- Assists with the processing and troubleshooting e-commerce orders and various web-based requests.
- Provides timely response to inquiries regarding production, assembly, accounting, and shipping concerns.
- Reports detailed customer notes and trouble tickets via internal CRM tool.
- Maintain customer records and files.
- Function as liaison between customers and Flow International associates to facilitate quick resolutions of customer requirements or concerns.
- Provide software registration assistance for customers.
- Work with Technical Services to help provide part numbers for basic consumable parts to customers who request them.
- Actively participate in aftermarket sales, including making outbound calls and providing promotional information to customers.
- Responsible for helping the customer care team meeting annual, quarterly, and monthly business goals.
SUPERVISORY RESPONSIBILITIES: None
TRAVEL: None
Qualifications
REQUIRED KNOWLEDGE, SKILLS, ABILITIES:
- Relentless customer advocate, experienced in finding solutions to improve relationships and drive growth
- Intermediate level of analytical ability where problems are complex.
- Strong verbal and written communication skills.
- Ability to work independently.
- High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
- Innovative/creative thinking.
- Quick learner able to adapt quickly while in learning mode.
- Ability to work remotely in a home office when required.
- Demonstrated ability to prioritize and manage multiple tasks
- Attention to detail for accuracy. Should this go under the Role section?
EDUCATION and EXPERIENCE:
- High school graduate or equivalent training.
- Minimum of two (2) years of experience in a customer service role
- Familiarity with e-commerce websites
- Familiarity with various computer systems, web-based programs, and phone experience.
Location: This is a hybrid role based in the Burlington office.
Compensation: $30–$35 CAD, depending on experience
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel. The employee is occasionally required to stand; walk; talk or hear; climb or balance; stoop, kneel, crouch or crawl; reach with hands and arms. The associate must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Not the right fit? Search for Customer Service Representative jobs in Burlington, ON
About SHAPE Technologies Group
SHAPE is a strategic ecosystem of companies including KMT Waterjet Systems, Flow International, H20 Jet, AquaDyne, Advanced Pressure Systems (APS), Aquarese, TOPS Waterjet; and Shape Process Automation. Collectively, we provide an extensive portfolio of manufacturing process solutions to customers around the world. The core technology of SHAPE was founded in high pressure waterjet cutting, cleaning and surface preparation. We work together to develop intellectual properties that drive progress and raise the bar in service excellence. We set the standard for integrity, professionalism, and inclusiveness to meet the challenges of rapidly evolving industries. Tomorrow's customers will require more innovative solutions, we continue to push the envelope in developing the advanced technologies and digital tools to solve manufacturing challenges at the pace and scale of the markets we serve.
Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the preeminent advanced process solutions partner handling the highly engineered products of tomorrow.