Customer Service Representative - CMP Group Ltd.

CMP Global, a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Representative to join the Suffolk, Virginia team on a full-time permanent basis. The Customer Service Representative will provide an exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Our commitment to our employees is reflected in our progressive culture, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more.

Benefits

• Competitive salary
• Full time permanent position
• Extended Benefits Plan (Vision/Dental/Prescription/etc.)
• 2 week vacation to start and 12 paid holidays
• Annual summer outing, monthly luncheon, December Christmas party
• Continued improvement training
• And much more!

Responsibilities:

• Communicate with customers through various channels and respond to email orders and confirmations within 24 hours
• Provide backup for the E-Commerce portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily
• Prepare Credit authorizations and Return Goods Authorizations (RGA) in timely manner
• Troubleshoot and investigate customer complaints, manage database records, and draft status reports on customer service issues
• Thorough knowledge of CMP products to provide product pricing and stock inquiries
• Provide warranty, product recall and replacement information quickly to the satisfaction of the customer
• Daily review of new and open tickets in the CRM
• Review prepayment orders to ensure orders are paid promptly prior to release
• Partner with the sales team to ensure high levels of customer satisfaction
• Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience
• Work with the production teams to ensure backorders are communicated to the customer
• Assist Account Receivable with short payments on customer orders
• Build sustainable relationships of trust through open and interactive communication with internal customers
• Provide Certificate of Insurance and Certificates of Origin to customers as needed
• Oversee daily the Customer Ship to Validation process
• Filing as required, answer reception calls and other duties assigned as required
• Promote safe work practices as outlined within your local Provincial (Ontario/VancouverOSH) or State (Virginia- OSHA) regulations.
• Follow company and departmental policy and procedures
• Participate in meetings as required or requested
• Prepare annual goals and objectives and participate in job-related continuing education courses
• Contribute to the team spirit of cooperativeness

Requirements:

• BSc degree in Business Administration or relevant field or equivalent work experience
• 3 years of Customer Service experience in a manufacturing environment, preferable in the marine industry
• Order entry experience with preference to Infor Visual
• Proficient at Microsoft Office/Software
• Knowledge of CRM systems
• Excellent phone etiquette
• Excellent verbal, written and interpersonal skills
• Customer Service training programs would be an asset

Hours

• 8:00 m – 5:00 pm, Monday to Friday

CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in Canada. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources at careers@cmpgroup.net. We thank all applicants for their interest and advise that only those selected for an interview will be contacted.