This posting is for an existing vacancy. This is a 12-15 month contract.

WHAT DO WE DO?

We create solutions for the people who keep our world flowing. For over 80 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 ROLE

Under the supervision of the Customer Care Supervisor, this role constantly strives to provide exceptional customer experience to our customers. The position is responsible for ensuring all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor and passion for great customer experience.

DUTIES & RESPONSIBILITIES

- Provide timely, qualified responses to customer inquiries and issues, ensuring high satisfaction levels.
- Proactively communicate with customers about promised ship dates and any changes to their orders.
- Facilitate the return process,



ensuring customers have a seamless experience with credit notes and order issues.
- Maintain accurate and up-to-date records of all customer communications in the CRM system.
- Provide regular updates to customers regarding the status of their orders and shipments.
- Identify and refer complex technical inquiries to the appropriate internal personnel for resolution.
- Collaborate with internal teams to expedite critical orders or those for target accounts.
- Keep customers informed about their inquiries, order statuses, shipments, and any potential issues.
- Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience.
- Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed.
- Collect and provide feedback from customers to internal teams to identify areas for improvement.
- Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge.
- Work closely with the sales and distribution teams to ensure customer needs are met efficiently.

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📌 Bilingual Customer Concierge (12-15 month contract) (Mississauga)
🏢 Doist
📍 Mississauga