Job Description
Department: PumpLocation: Edmonton, ABWHAT DO WE DO?We create solutions for the people who keep our world flowing.For over 85 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.THE ROLEUnder the supervision of the Inside Sales Supervisor, the Customer Service Representative is responsible for the pricing, quoting, and order entry functions for John Brooks pump products, associated with the day to day customer inquiries. The ultimate strategic goal is to ensure total customer satisfaction while meeting or exceeding the branch sales and profitability targets, among other targets.DUTIES & RESPONSIBILITIESEnsure a timely, professional response to all customer inquiries by:Defining customer requirements – delivery, product, price, product identification, order status, etc.Providing quality quotesCoordinating with suppliers as necessarySending out technical information when appropriateProviding feedback regarding order & shipment statusReferring advanced technical inquiries to the appropriate personnelEfficient and timely entry of customer orders into order entry system by:Developing a detailed knowledge of the order entry systemFocusing on details – ensuring correct price, product number, description, etc.Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and actionProvide superior customer service by:Working with internal team(s) to proactively expedite on critical orders and/or orders for target accountsKeeping customers informed of status of orders, inquiries, shipments, problems, etc.Referring to others for technical recommendations as requiredExhibiting courtesy, patience, and displaying a positive attitude when dealing with all customersBuilding customer relationships focusing on target accountsProviding support for Level 1 technical callsUnderstanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as neededAssists the Outside Sales Teams by:Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)Identifying and sharing leads /opportunities to the appropriate Outside Sales RepKeeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accountsExecuting quotation follow-up as well as maintaining and updating sales quotation logOther:Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”Responsible for appropriate, timely and consistent self-developmentOther related duties which may be assigned from time to timeRequirementsQUALIFICATIONSEssential: * College Diploma in a related fieldStrong written and verbal communication skillsA minimum of 1-3 years of related experience (B2B customer service)Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)Must exude an enthusiasm, passion, confidence, and an optimistic attitudeMust be a collaborative and a supportive team playerExcellent interpersonal and communication skillsExcellent attention to detailBe able to “think on your feet” and assist customers in solving problems and demonstrate creativityMust demonstrate initiativeAbility to develop and maintain key relationships with both internal and external contactsExcellent planning, organizational, and time management skillsMust deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involvedMust have a passion for learning and staying current with the Company’s products to answer customer questions.A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovationDesirable: * Working knowledge of fluid handling equipment and technical/mechanical processesWorking knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systemsWORK ENVIRONMENT * Fast-paced environment in a dynamic competitive industryDaily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetingsExposure to deadlines, multiple demands and priorities, multi-tasking, and interruptionsBenefitsCanadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.WHAT’S IN IT FOR YOU? * Competitive remuneration including base salary + incentiveCompetitive vacationPaid personal day programGenerous benefits package that includes coverage for things like medical, dental, paramedical, and visionCompany Group RRSP with employer matchingAnnual health & wellness subsidyCompany provided laptopFUN FACTS * The average employee tenure is 11 yearsWe enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdaysWe regularly host social events and gatherings to foster togetherness and funWe are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.John Brooks
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