customer service representative - call centre

*Customer Service Representative*

*Position Overview:* We are seeking a highly motivated and experienced *Customer Service Representative *to join our team. This individual will lead our customer service team, ensuring outstanding support to our customers and sales team. The ideal candidate has 2-3 *years of experience in customer service within the wholesale or trading industry* and is adept at problem-solving, process improvement, and fostering strong customer relationships.

*Key Responsibilities:*

*Customer Service:*

• Develop and implement best practices for delivering outstanding customer support.
• Ensure prompt and professional responses to customer inquiries via phone, email, HubSpot, and Google Sheets.

*Customer Relationship Management:*

• Build and maintain strong, long-term relationships with key customers and business partners.
• Address customer concerns with professionalism and urgency, ensuring high levels of satisfaction.
• Monitor customer interactions to identify trends and opportunities for improvement.

*Order and Logistics Coordination:*

• Oversee the order management process, ensuring timely and accurate processing of customer orders.
• Provide regular updates to customers on order status, shipping, and any potential delays.
• Collaborate with logistics and production teams to ensure seamless order fulfillment.

*Dealer Content & Online Presence Monitoring*

• Regularly review dealer websites and social media platforms to ensure company product information, specifications, and images are accurate.
• Flag and follow up on outdated or incorrect content with dealers.
• Provide updated product details and marketing assets when needed to maintain brand consistency.

*Process Optimization & Reporting:*

• Analyze customer service processes and recommend improvements for efficiency and effectiveness.
• Generate and review reports to track customer service metrics, identifying areas for improvement.
• Ensure accurate data entry and maintenance of customer records in the CRM system.

*Product Knowledge:*

• Maintain an in-depth understanding of the company?s products and services.
• Train team members on product features, updates, and policies to enhance customer support.
• Identify opportunities for upselling and cross-selling to maximize customer value.

*Team Collaboration & Training:*

• Work closely with internal departments, including sales, production, and logistics, to align customer service efforts.
• Train new customer service representatives, ensuring they understand company policies, procedures, and expectations.
• Conduct regular team meetings to discuss updates, challenges, and process improvements.

*Professionalism & Customer-Centric Approach:*

• Maintain a positive and professional demeanor in all customer interactions.
• Handle escalated customer issues with patience, empathy, and tact.
• Foster a team culture focused on proactive problem-solving and excellent service.

*Qualifications:*

• *2-3 years of experience in customer service, preferably in the wholesale or trading industry.*
• High school diploma required; a bachelor?s degree in business, communications, or a related field is a plus.
• Strong verbal and written communication skills in English; additional language proficiency is an asset.
• Proficiency in *CRM tools (e.g., HubSpot)* and *Google Suite (including Google Sheets).*
• Exceptional problem-solving and conflict-resolution skills.
• Strong organizational abilities with the capacity to multitask in a fast-paced environment.
• Ability to work independently but escalate effectively when required.
• Experience in handling *claims and complaints* is highly preferred.
• Proven ability to develop and implement customer service strategies that enhance the customer experience.

*Apply Today!* If you are passionate about delivering top-tier customer service and ready to lead a dedicated team, we encourage you to apply and become a valued part of our organization.

*Benefits:*

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