Purpose: To provide a high level of customer service support to the Company’s customers in order to ensure customer satisfaction. This is a hybrid position with an office location in Kitchener.
Responsibilities
Customer Support
Respond to a high volume of customer inquiries via phone and email
Assist with order placement, status updates, rush requests, warranties, and repairs
Provide basic product and technical support
Resolve customer issues and complaints in a timely and skilled manner
Maintain robust knowledge of products, services, programs, and relevant regulations to provide accurate and effective support to customers
Order Management
Process and track orders accurately using Navision
Coordinate with Operations, Audiology, Finance, and Distribution teams
Ensure all customer requirements are met through proper follow-up
Provide backorder updates and production status to customers
Team Collaboration & Support
Build solid relationships with customers and internal teams
Support team initiatives such as call monitoring, concierge programs, and quality checks
Mentor and assist newer team members when needed
Participate in product launches and customer events when needed
Administrative & Quality Tasks
Maintain accurate records and documentation
Prepare necessary paperwork and reports
Ensure adherence to internal processes and quality standards
Contribute to continuous improvement initiatives and special projects
Qualifications
To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. This role requires the individual to handle a high volume of telephone and email communication with customers as a regular requirement of the job. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education & Related Experience
A high school diploma or equivalent is required. Post‑secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred.
Excellent verbal and written communication skills to interact with customers.
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