Job Opportunities

  • Share this Job

Customer Support Associate

Location : Saint-Laurent, QC
Job Type : Direct
Start Date : 02/05/2018
Hours : Full Time
Travel : No
Relocation : No
Job Industry : Office Supplies - Equipment

Job Description :

IMI is currently looking to hire a Customer Support Associate for our Client in Montreal. They share a responsibility to live up to high standards. They are committed to a common vision. This entails being innovative and robust, committed to evolving and becoming a company that is vital to society. Their mission is the Creation of New Value.  The Customer Support Associate will be responsible for delivering exceptional customer service to support KMBS current and future business requirements and needs. 



Order Processing

Review and audit all sales transaction documentation packages for accuracy and completeness

Process hardware orders and credits/corrections

Ensure all orders are progressing through the various stages to meet delivery dates to customers

Provide prompt customer service and support to customers, branches and dealers

Regular status reviews of all outstanding and completed matters; ensure data in reporting systems is accurate

Investigate and resolve reported matters in a timely manner

Process MyKMBS activation requests Delivery and Install Scheduling

Manages entire delivery experience for our customer; owner of initial Web Scheduler process Recognize at risk delivery dates and bring those forward to team leader/manager

Contacts customer to coordinate date and time of install 

Confirms with customers IT/Network administrator readiness for installation and/or removal of current systems

Ensure notification is provided to Sales Rep of equipment movement status; KIT updated timely and accurately

Ensure notification is provided to other departments of equipment installation; Service Department and Customer Trainers added to Web Scheduler data

Equipment Moves and Pick Ups

Review documents submitted for accuracy and completeness 

Verify charges have been approved internally and by customer

Ensure any lease obligations have been considered - Process and schedule within needed timelines

Maintenance and Cyclical Billing

Audit paperwork for accuracy and completeness

Process orders to setup new maintenance contracts

Supply data required for contract renewals and updates

Resolve issues as needed so contracts bill correctly

Investigate and Resolve Customer Issues

Take a lead position for all hardware related issues and follow through to completion

Review and resolve IW54 tickets assigned 

Liaise with other departments to resolve customer issues

Review and recommend customer service procedures that will improve efficiency and customer satisfaction Skills 

Required Qualifications :

College Business Diploma and/or 1-2 years relevant experience an asset

SAP experience beneficial

Excellent interpersonal and communication skills both verbal and written

Pleasant telephone manner

Ability to work effectively under pressure

Organized and self-motivated with the ability to multi-task 

Ability to prioritize work assignments

Knowledge of warehouse and service area procedures

Customer Service oriented with effective customer interaction skills

Proven Customer service and warehouse operations experience

MS Office experience including MS Word, Excel and Outlook

Powered by AkkenCloud