Job Title: Customer Relations Center Representative

Reports To: Director of Customer Relations

Effective Date: TBD

Web Portal: www.thecompliancecenter.com

About Us

ICC Compliance Center was founded in 1987 with one principal in mind – to help our clients comply with dangerous goods regulations, whether they are handling, shipping or transporting dangerous goods by air, ground or sea. Over the years, we have become a leader in providing supplies and services to dangerous goods shippers throughout North America and around the world.

ICC Compliance Center is a leader in compliance training and consulting for dangerous goods. We have complete dangerous goods hazard communication programs that will help industry comply with regulations. When using our products and services our clients are employing the expertise of chemists, engineers and training specialists who monitor regulatory changes and can help clarify compliance needs.

Job Summary

This position will be responsible for handling all incoming and outgoing requests from clients regarding orders, invoices, complaints, credit notes, promotions and related tasks.

Duties and Responsibilities

• Receiving inbound calls, emails, and live chats regarding orders, shipments, and RFQs while at all times promoting the company's products, services, and training;

• Invoicing, reporting, and assistance with reception;

• Providing responses and follow-up on requests for orders and quotations;

• Accurately processing quotes and orders to ensure the sales order process is optimal;

• Working closely with shipping to ensure complete client satisfaction;

• Developing positive, consultative relationships with clients and positively take control in all client interaction;

• Inputting customer information into the ERP and CRM to maintain accurate records;

• Making outbound calls to promote the company's products, services, and training, communicating promotions, and proactively upselling and cross-selling;

• Projecting a professional, enthusiastic, and friendly demeanour;

• Participating in projects, and taking responsibility for data clean-up when required;

• Reading, understanding, and applying all procedures relating to your role and all communications from your manager;

• Probing clients for relevant information where necessary;

• Identifying and communicating sales leads and RFQs to Business Development Managers, and support the sales team;

• Participating in meetings and assisting in training sessions and coaching to other staff where applicable;

• Monitoring accounts and making calls or communicating lack of performance of accounts to management;

• Suggesting new and better ways to improve systems, procedures, and customer relations; and

• Other duties as assigned.

Qualifications

• Excellent verbal and written communication skills;

• Fluent in English and French;

• Customer-centric;

• Working knowledge of Microsoft Windows, Microsoft Office, and Sage 300 (asset);

• Strong interpersonal skills;

• Must be able to work with a team;

• Well organized and have the ability to work under pressure; and

• Good problem-solving skills.

Travel

• None required.

ICC Compliance Center is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.