Customer Service Specialist

Bailey Metal Products, a proud subsidiary of Saint-Gobain, is seeking a Customer Service Representative f or its Concord (Ontario) location. This is a great chance to join a Top Employer and contribute to our growth and success.

The Customer Service Specialist plays a vital role in delivering exceptional service across multiple channels, including in-person interactions, email correspondence, and phone support. This position requires professionalism, attentiveness, and a commitment to resolving customer inquiries, addressing concerns, and processing transactions efficiently. As a company ambassador, the Customer Service Specialist fosters positive relationships, ensuring every customer enjoys a seamless and supportive experience.

Duties and Responsibilities

The responsibilities and accountabilities of the position include but are not limited to the following:

• Answer phones quickly, professionally, courteously, and direct incoming calls to appropriate individuals.
• Record and enter customer purchase orders received via phone or email, quickly, accurately, courteously, and professionally.
• Field and respond to inquiries regarding products, service, pricing, lead time, delivery, returns, and complaints.
• Research and resolve customer problems, acting as the liaison between other departments when necessary.
• Understand and emphasize product features and benefits.
• Handle inbound, unsolicited prospect calls and convert them into sales.
• Review customer purchase orders and identify opportunities for upselling.
• Manage a specific customer base or product segment as assigned providing complete customer service.
• Establish and maintain relationships within the assigned account base and with outside sales force.
• Inform customers and co-workers of delivery requirements for orders and co-ordinate, if necessary, specific arrangements for deliveries as per the customer’s request.
• Support reception/front desk duties where required.
• Work closely with the National Customer Service Manager to develop and implement a continuous improvement process within the Customer Service Department.
• Work closely and effectively with Sales, Production, Supply Chain and Shipping to resolve issues and to develop new ideas and strategies to improve customer service.
• Maintain a high standard of professional knowledge, ethics and practices when dealing with customers, suppliers, peers, subordinates, supervisors, and other key stakeholders of the company.
• Conduct oneself in a professional manner that reflects integrity and respect towards customers, suppliers, peers, subordinates, supervisors, and other key stakeholders of the company.
• Understand, support, and adhere to the company’s health and safety polices, programs and procedures by communicating and promoting health and safety awareness.
• Participate in the company’s quarterly inventory count.
• Other responsibilities and accountabilities as assigned by the National Customer Service Manager or Customer Service Supervisor.

Core Competencies

• Exceptional organizational skills
• Written and verbal communication skills
• High attention to detail
• Self-starter with the ability to work in a fast-paced environment

Requirements

• Customer Service experience, ideally in a manufacturing environment
• Experience using SAP
• Experience in building materials or construction is an asset
• University degree or College diploma is an asset

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values:
Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.
The Bailey Group of Companies, a proud…