Job Description

JOB TITLE

Customer Experience Specialist

DEPARTMENT

Customer Experience

LOCATION

Laval, QC Canada

COMPANY SUMMARY

PIP Global Safety (PIP), a leader in global safety, is a global supplier and manufacturer of PPE products. We are proud to work with our distributor network across the world to provide safety professional with the right PPE products and solutions. With nearly forty years of experience in PPE and a dedicated team of professionals, you can count on us to be there for you.

JOB SUMMARY

The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for order entry and managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.

The Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.

Work schedule for this position is from 11am to 8pm (EST)to ensure coverage for our West Coast customers.

RESPONSIBILITIES

Manage calls from customers, salespeople and end users
Respond to emails on customer inquiries, product information, order statuses and end user questions
Accurately enter and process customer orders in the ERP system in a timely manner
Generate quotes for customers
Develop and maintain a knowledge base on evolving product offerings
Provide excellent quality customer service by building relationships with existing and business customers
Proactively resolve customer issues

REQUIRED SKILLS FOR SUCCESS

Excellent communication and interpersonal skills
Strong operational skills as well as an ability to manage multiple tasks simultaneously while meeting tight deadlines
Demonstrate a strong commitment to customer service
Be attentive to customer requests
Ability to effectively handle stressful situations
Minimum of 5 years customer service experience
Competency and knowledge of Microsoft Office software (Word, Excel, PowerPoint, Outlook)
Experience in working with an ERP system to manage and update relevant business data accurately
Experience with working in a fast paced environment, with time management skills and high level of organization.

Protective Industrial Products

Open Positions

Customer Experience Specialist