Customer Care Representative handling customer inquiries and order processing via phone and email. Collaborating with the McKesson 3PL team to ensure timely assistance for customers.
About the role
- Counter Customer Service Representative at Grainger assisting customers with orders and providing exceptional service. Engaging with customers to ensure satisfaction and support for WFS marketing initiatives.
Responsibilities
- Greet customers and welcome them to WFS as they enter the counter area
- Provide exceptional service identifying and processing orders for the customer’s needs
- Prepare quotes and source products for special orders based on customer requirements not in inventory
- Provide product substitutions to customers as required or requested
- Follow-up on customer back orders, quotes, and issues
- Continuously improve product knowledge through vendor training sessions, online research, and on the job learning from peers and customers, etc.
- Generate new sales by proactively recommending alternative and/or complimentary products to increase customer satisfaction and profitability for WFS
- Ensure all cash and credit card sales are reconciled daily
- Process customer returns and PO returns as per Quality Systems procedure
- Build customer relationships and become a trusted advisor
- Promote WFS marketing initiatives to drive sales
- Provide input to marketing and product management for future initiatives and product opportunities
- Ensure inventory at the counter is replenished in a timely manner, to ensure customer satisfaction
- Review all reports and make inquiries as needed
- Seek special contract pricing from vendors when applicable
- Follow all safety protocol in compliance with WFS’ Health & Safety policies and procedures and the Occupational Health & Safety Act
- Support all aspects of WFS Quality Management System
- Other duties as assigned
Requirements
- A minimum of 1 year WFS warehouse experience required
- Completion of high school diploma, or equivalent experience
- Previous customer service experience would be an asset
- Demonstrated strong work ethic and personal commitment to get the job done
- Demonstrated ability to provide exceptional customer service
- Team-player and an ability to work independently
- Knowledge of industrial and/or safety products is preferred
- Superior interpersonal, problem solving and customer service skills to effectively build relationships
- Strong communication skills, ability to convey message in an organized, clear, and effective manner
- Self-starter, taking action to achieve goals beyond what is required
- Strong time management and organizational skills
- Proficient computer skills and aptitude
- Knowledge of dangerous goods and WHMIS regulations is required
Benefits
- Medical, dental, vision and prescription drug coverage
- Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
- Life insurance coverage, including spousal and dependent life insurance
- Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
- Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
- Educational & Professional Membership Fee Assistance program
- Employee discounts, team member perks and more!
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