Company:

Finning Canada

Number of Openings:

1

Worker Type:

Permanent

Position Overview:

Reporting to the Customer Service Supervisor, the Customer Service Representative for the Edmonton Regional Distribution Centre is responsible for delivering excellent customer support to internal and external warehouse customers. The position is responsible to listen effectively to find the root cause of issues and communicate in a clear and friendly way. The Customer Service Representative is able to solve the issue and provide a positive customer experience.

Job Description:

Major Job Functions:

Customer Service

• Field incoming phone calls and proactive outbound follow up calls and respond to phone messages from customers. Promptly respond to customer questions submitted via email or our website. Answer customer questions and provide information to resolve any issues

• Collect and record customer requests, feedback and information, and share that with appropriate departments, team members to adequately follow up too completion

• Foster and maintain relationships with customers. Attend all required customer service-related meetings. Example: Weekly Customer Call & Daily Briefs

• Coordinates with the Shipping departments to meet committed delivery dates

• Remains in constant contact with the customer providing them with knowledge of the progression of their parts order

• Assist warehouse staff with hold until complete orders.

• Accountable to timely respond and provide solutions to customer problems. Ability to escalate quickly and ensure problem is fixed to maintain a positive customer relationship. 

• Accountable for identifying continuous improvement solutions internally and externally

Transportation Arrangement

• Track orders with our third-party transportation service providers

• Arrange for courier pick up of parts orders for delivery to customer

• Complete shipping paperwork related to parts orders

Qualifications:​

• High School Diploma

• Minimum 3-5 years working in warehousing or similar field

• Proficient in various Microsoft office programs: Excel, Word, PowerPoint, Outlook

• Knowledgeable in Warehouse systems (M3/Lawson)

• Previous heavy duty experience with a transportation, oilfield, industrial, machine or an equipment company as a Mechanic, Parts Technician or Service Advisor would be an asset

Specific Skills:

• Strong communication (both verbal and written) and consultative skills, with the ability to adapt style to different audiences and provide recommendations to customers or colleagues

• Ability to demonstrate professionalism, credibility and able to maintain value added relationships with customers, colleagues and leaders

• Strong business acumen, the ability to understand and interpret information from other Finning departments and apply to situations

• Excellent critical thinking skills, can understand, identify and think through the implications and impacts of decisions within complex situations

• Excellent time management, organizational skills and the ability to work in a fast-paced, high volume environment including a strong attention to detail

• Collaborative, responsive and service-oriented approach and proven ability to immediately establish credibly with customers and colleagues.  Demonstrates a strong sense of urgency.

• A self-starter who is comfortable with ambiguity and able to work in an environment without clearly established boundaries

• Proactive, flexible and comfortable in a fast-paced, constantly changing environment, which demands a high level of energy and commitment

• Strong team player, who shares information and expertise with others to enable them to accomplish group goals, and seeks opportunities to contribute to the knowledge and success of the team

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.