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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

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