Company : Dodge Industrial, Inc. Location : Montreal Quebec From : Neuvoo CA
Facilitate the entire order process for distributors, OEMs, and sales engineers including quoting, order entry.
2. Act as liaison between customers and field sales with manufacturing, engineering, product management, warehousing.
3. Expedite shipment of orders by communicating with multiple Dodge manufacturing facilities and multiple freight carriers.
4. Ability to troubleshoot and be responsive to customer issues.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Manage large number of incoming calls.
7. Answer technical questions utilizing available resources including systems, Subject Matter Experts, and catalogs to quickly answer customers questions.
8. Complete ongoing training on systems, products, and processes to ensure technical knowledge is sufficient to perform job.
9. Ensure continuous, uninterrupted customer support by filling in for teammates’ customers when they are away (absent, in meetings, or in training) 10. Identify productivity improvement areas and work with management staff to clear bottlenecks.
11. Provide as-needed support of management issues as they arise.
12. Proactively communicate to teammates and management team any business or HR issues that will require being off the phones or away from work area during the workday.
13. Regular attendance and punctuality.
On request, presence in the office.
14. Available to customer during work schedule.
15. Adhere to facility and department rules and procedures.
16. Maintain well-organized digital records to ensure quick retrieval of information.
17. Support department initiatives around Lean work process and environmental sustainability.
18. Demonstrate teamwork by proactively aiding peers when needed.
. Knowledge, Skills and Behavioral Requirements 1. Proficient in the use of Microsoft Office, especially the use of MS Word, Excel and Outlook 2. Proficient in the use and navigation of personal computers 3. Ability to effectively utilize SAP, Salesforce.com, SharePoint, Delivery Data, Kronos, online tools and resources 4. Demonstrated Customer Service skills including the ability to always show empathy to customer 5. Use of tact and diplomacy in dealing with customers and co-workers 6. Problem solving including critical thinking 7. Responsive to customers while always adhering to the DodgeInsideSales’ “Sundown Rule” to always update the customer before end of business day 8. Ability to communicate professionally, effectively and efficiently 9. Time Management and awareness of their own work in queue and that of teammates 10. Ability to collaborate and be a supportive member in a high-functioning team environment 11. Ability to organize, prioritize and plan incoming work and work-in-process 12. Ability to provide superior customer service in a fast-paced environment.
13. Follows safety protocol, uses equipment properly and takes initiative to report safety concerns 14. Ability to use web-based meeting tools such as Zoom, Teams, etc., for the purpose of communicating and sharing information with teammates, management, and customers.
Education High School Diploma required. A Bachelor’s degree, mechanical product knowledge, and bi-lingual skills are a plus Physical and Mental Job Requirements 1. Able to sit or utilize standing work station for 8 hours per day 2. Able to work in cubicle environment or at home.
3. Able to work in a fast-paced department with multiple inbound media and competing priorities 4. Able to organize, prioritize and plan incoming work and work-in-process 5. Able to grasp new job-related information/skills and demonstrate understanding of same DodgeIndustrial,Inc. MontrealQuebec
