Role overview

This posting is for an existing vacancy.

This is a 12-15 month contract.

WHAT DO WE DO?We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

Under the supervision of the Customer Care Supervisor, this role constantly strives to provide exceptional customer experience to our customers. The position is responsible for ensuring all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor and passion for great customer experience.

DUTIES & RESPONSIBILITIES

Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels.
Proactively communicate with customers about promised ship dates and any changes to their orders.
Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues.
Maintain accurate and up-to-date records of all customer communications in the CRM system.
Provide regular updates to customers regarding the status of their orders and shipments.
Identify and refer complex technical inquiries to the appropriate internal personnel for resolution.
Collaborate with internal teams to expedite critical orders or those for target accounts.
Keep customers informed about their inquiries, order statuses, shipments, and any potential issues.
Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience.
Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed.
Collect and provide feedback from customers to internal teams to identify areas for improvement.
Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge.
Work closely with the sales and distribution teams to ensure customer needs are met efficiently.

Requirements

Essential:

Bilingual in English and French, with strong communication skills in both languages
College Diploma in a related field, AND/OR a minimum of 1 to 3 years of related experience in customer service.
Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
Must have excellent written and verbal communication skills in both English and French
Ability to multitask and deal with a variety of demands.
Excellent organizational and time management skills.

Desirable:

Knowledge of mechanics is considered as asset.
B2B customer experience.

WORK ENVIRONMENT

Fast-paced environment in a dynamic competitive industry

Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings

Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Benefits

Canadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

WHAT’S IN IT FOR YOU?

Competitive remuneration ($55,000-$65,000)
Vacation pay on each pay.
A culture that encourages creative thinking and initiative—your ideas matter.

FUN FACTS

The average employee tenure is 9 years
We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
We regularly host social events and gatherings to foster togetherness and fun

We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.

We use automated tools, including artificial intelligence, to support parts of our recruitment process such as application review and screening. All hiring decisions are made by human decision makers.