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Representative I-Customer Service - Woodbridge Siding in CA - Woodbridge, ON at Royal Building Products

Date Posted: 11/14/2018

Job Snapshot

Job Description

Position Summary: 

Supporting all of Royal Exterior brands, the associate will be the first point of contact for end –user inquiries, and after sale issues (including warranty claims, ‘level 1’ technical inquiries, marketing initiative support, and other general consumer queries).

Duties and Responsibilities:

  • Answer inbound calls and respond to email inquiries from consumers, architects, contractors, and other internal or external stakeholders, relating to Royal Exterior’s entire product portfolio.
  • Answer level 1 technical inquiries (e.g. installation related, manufacturing specs, product maintenance, troubleshooting, etc.) from internal and external customers, and escalate to level 2 where appropriate
  • Review and analyze customer warranty repair requests/claims to ensure compliance to warranty guidelines
  • Liaise with the various plant’s QC departments as well as other internal stakeholders, and assist in negotiations with customers to resolve warranty claims
  • Work closely with sales and marketing to support various initiatives, including marketing email blasts, dream designer program, lead generation and follow-up, etc.
  • Log and update customer Care requests in database
  • Update and maintain a variety of reports for management and department’s use
  • Ensure all SOX compliance processes are followed and necessary documents are verified and kept on file as needed
  • Perform other related duties as required

Education and Experience:

  • Minimum 2 years’  experience in Customer Service, preferably in a manufacturing or servicing environment
  • Customer Service focused with excellent communication, negotiation and problem solving skills
  • Bilingualism (English & French) is preferred but not mandatory
  • Demonstrates an ability to thrive in a fast paced environment
  • Managing multiple priorities, effective judgment and time management
  • Team player, strong interpersonal skills
  • Accuracy and attention to detail is a must
  • Excellent communication skills in English (written and spoken) to produce a variety of business documents
  • Demonstrates a high proficiency in using various applications, including MS Office (Word, Excel), JDE and be familiar with email (MS Outlook) and internet applications
  • Completion of an university degree or college diploma or equivalent work experience