Customer/Counter Service Rep

Canadian Pipe and Pump Supply is a Canadian-owned and operated group of companies. Our head office is located in Toronto and we have additional manufacturing and branch facilities located across the province. We manufacture custom Lance and Thermic Pipes (Burning Bars) used in steelmaking and mining operations, as well as custom PVC pipes used in water wells and environmental monitoring, testing and sampling applications. We also distribute pumps and accessories used in the same applications.

Date: June 21, 2023

Position: Customer Service Representative

Department(s): Branch/Retail

Location: 37 North St. E., Tillsonburg, ON

Reports to: Supervisor

SUMMARY:

The function of this role is to assist customers in finding products that suit their needs and ensuring prompt fulfillment of their orders. You must coordinate customers, vendors, and delivery personnel efficiently and courteously.

QUALIFICATIONS:

Education/Experience

• High School diploma

Requirements

• Class G driver’s licence a minimum

• 2+ years in a role with similar functions

• Mechanically inclined

Assets

• Knowledge of the Well Drilling, Groundwater, Pipe and Fittings

• Experience in wholesale/distribution servicing trades

• Experience using an ERP system (Nexus or comparable software)

• Proficiency with MS Office (Outlook, Excel, and Word)

• Experience using an ERP system (Nexus or comparable software)

• Lift Truck driving experience

MAJOR DUTIES:

Customer Service

• Provide superior customer service on the phone and for in-counter visits, always maintaining a friendly and professional demeanour

• Answer customer phone/inquiries and transfer calls to appropriate staff if required

• Process sales orders and invoices using the ERP system

• Conduct after-sales follow-ups to generate feedback from customers and continue to build key relationships

• Maintain a professional store appearance

• Assist customers in making informed selections

• Prepare quotes for customers

• Assist with pick-ups and deliveries if required

• Research products and keep abreast of new product offers and their associated technical details as communicated by Management

• Confirm pricing and rebates for large sales with Supervisor

• Discuss pricing issues with the customer as required

• Coordinate customer pick-up and delivery dates

• Address customer issues as required and resolve them promptly

• Build client relationships to solidify return potential

• Act professionally and courteously throughout the Customer Service process

• Keep your supervisor up to date on issues and concerns

• Handle cash sales as required

• Engage in problem-solving for back orders or delivery issues

• Recommend alternative and substitute products if necessary

• Initiate inter-branch transfers to meet customer needs for out-of-stock items

• Track and follow-up on warranty items (i.e., pumps and motors) in coordination with appropriate internal resources

Warehouse/Delivery

• Ensure orders are accurately picked by warehouse reps through packing slip checks, and forward necessary paperwork to the office

• Check deliveries against packing slips, and forward necessary paperwork to the office

• Maintain pickup/delivery schedules for Canpipe driver(s)

• Track and report damaged goods and shop supply requirements

• Fabricate materials as needed, adhering to safety protocols

• Ensure the warehouse is kept clean, safe, and presentable

• Coordinate with the Supervisor to maintain adequate inventory levels

• Participate in all inventory procedures