Customer service advisor

WHAT TO EXPECT

The main role of the customer service advisor is to support the service team and customers. He/she assists and advises on various issues to ensure smooth operations. In addition, he/she analyzes and determines inventory requirements for products and service parts to ensure continuous service and support to customers. He is involved in the management and processing of inventory transfers between the various warehouses. He plays an active role in continuous improvement and special projects. 

More specifically, his role consists of :

• Learn and master the range of products and services offered to support internal and external customers.
• Take charge of the analysis and processing of complex orders
• Ensure effective follow-up of customer returns according to internal procedures
• Initiate non-conformity requests relating to customer orders and participate in the search for permanent solutions
• Analyze and prepare inter-warehouse goods transfers
• Analyze and determine safety stocks and order forecasts
• Analyze product life cycles and ensure availability of service parts
• Assist and support warehouse clerks in the U.S.
• Participate in various committees and meetings concerning customer, order, network product performance and technical issues
• Participate in continuous process improvement and take charge of special projects
• Create and update technical documentation to support operations
• Assist and participate as needed in the annual inventory count
• Assist and replace service team members as needed with tasks such as :

            - Process and follow up customer orders

            - Lead customer and order issue meetings

            -  Process and review warranty claims

            -  Handle and follow up technical files between customer and internal teams

• Participate in the achievement of departmental objectives by carrying out all other related tasks

WHAT WE’RE LOOKING FOR  

• DEP in mechanics, DEP in consulting and sales of motorized equipment parts, supply management, logistics or any other training and/or experience deemed equivalent
• 5 years' experience in a similar position 

Specific knowledge, skills and abilities:

• Excellent interpersonal skills, customer-oriented attitude and team spirit
• Good organizational skills and thoroughness
• Analytical and problem-solving skills
• Autonomy and initiative to take on and follow through on mandates
• Ability to adapt quickly to different priorities and mandates
• Bilingual, both orally and in writing to communicate with customers and colleagues located in the United States
• Demonstrate excellent skills in reading technical documents and a strong ability to master the operation of a product's various systems and mechanical components
• Facility with computerized tools (Outlook, Excel, Word, Teams)
• Knowledge of agricultural mechanics (an asset)
• Knowledge of the agricultural sector or agricultural machinery (an asset)
• Knowledge of ERP and CRM systems (SAP and Salesforces an asset)

SPECIAL WORKING CONDITIONS

• Must be available for occasional travel to the U.S. (1-2 times per year)

WHAT WE HAVE TO OFFER  

• Permanent full-time position, daytime, Monday to Friday 
• The best of both worlds: the resources of a large company in a family atmosphere 
• Time off for illness or family reasons (more generous than the norm) 
• Flexible hours that allow you to balance work and personal life 
• Hybrid teleworking
  
• Group insurance (different plans adapted to your needs) 
• Access to telemedicine
• Registered Retirement Savings Plan with employer contribution 
• Employee and family assistance program 
• 2000 referral bonus
• Social activities

APPLY NOW!

We look forward to getting to know you and to welcoming you to our big Soucy family!