Customer Communication - our customer’s should never be required to contact CCI to find out the status of their job(s) as the CSR will proactively be providing updates on quotes and builds aligning with their expectations for a timely return. In the event of a delay to plan, the customer will be notified with as much advanced notice possible.
Receipt of Incoming Work – open all new work orders from our customers and provide appropriate communication back to the customer on the status of their work. Resolve any discrepancies on work scope in a timely manner.
Quotations – lead in the timely preparation and communication of the repair quote(s) to the customer for their review. Upon approval, liase with the Production Planner and Parts Specialist to schedule the work and assign a promise date for proactive communication back to the customer and continued daily management to achieve the target date.
Daily Production Meetings - Attend team meetings to provide customer insights and, together with the Production Planner, prioritize work to meet our commitments every time.
Expediting – in the event of a rush requirement from the customer, take a leadership role on behalf of the customer to coordinate production and parts activities internally to meet or exceed the request. Collaboration with Production Planning and Parts on the best solution available as needed.
Outside Sales Support – liase with CCI’s Outside Sales group to update them on specific work in progress or concerns that they need to communicate with the customer on directly.
Continuous Improvement - identification of opportunities to improve the customer service process with a focus on sustainable achievement of KPI’s, cross-department communication and production efficiency. Seek opportunities to design and implement visual tools aiding in improving the effectiveness of customer service management.
EDUCATION AND EXPERIENCE
Post-secondary undergraduate degree or diploma in business or comparable experience considered.
Previous experience in a customer service role in a service environment.
Knowledge of customers within the heavy equipment industry and the associated equipment is an asset.
QUALIFICATIONS AND SKILLS
“Can do” customer attitude always looking for a solution to a customer requirement.
Proven ability to organize activities and work area efficiently both independently and in support of the team.
Desire to communicate with others on a scheduled basis as well as when required providing the appropriate detail and, when required, taking the initiative to proactively update key stakeholders on critical parts supply information.
Professional approach to both verbal and written communication.
Ability to work in a fast-paced environment.
Strong working knowledge with computers, primary MS Office.