Bilingual Customer Service Specialist
Norwood Sawmills, Canada
Job Description
Norwood Sawmills, a global leader in mobile sawmill technology, is seeking an energetic Customer Service Specialist to join their team. The Bilingual Customer Service Specialist will work directly with Norwood’s North American customers online, by phone and in person. The main objective of this role is to assist our customers in resolving their inquiries, issues, and concerns regarding there Norwood Sawmill and accessories.
Get to Know Norwood
Find a career you love in a dynamic, fulfilling, and supportive environment that offers incredible opportunities for personal and career growth.
Norwood Industries Inc. is an outdoor equipment lifestyle brand company and leading designer and manufacturer of portable sawmills sold throughout North America and in over 100 countries worldwide. Our mission is to empower resourceful people everywhere to build their best futures through wood and their natural environment.
We have been growing exponentially for many years. As we do, we are welcoming talented, passionate and driven team members who are excited to be part of this remarkable journey. We are at an incredible time in our evolution, and this is just the beginning just like our customers are creating theirs when they use a Norwood or Frontier sawmill to bring their dreams to life. Make your mark with Norwood Sawmills. For more information, visit https://www.norwoodsawmills.com.
Requirements
Responsibilities- Handle large volume of incoming calls and emails from existing customers, as well as proactive outreach to customers in need.
- Diligently work with tools and processes within the CRM and other software systems as directed by the Company.
- Assist new and existing customers with customer service-type inquiries related to shipping, packaging and sawmill operation and service.
- Engage in process-driven communications and follow up, up-sell products and accessories over the phone.
- Engage, and build a rapport, with new and existing customers (by phone, email and in person).
- Interact with new and existing customers, fellow Norwood team members and suppliers in a positive, constructive, courteous, timely and professional manner.
- Process parts orders including liaise with order execution teams (i.e., shipping) and liaise with accounting department.
- Consult with owners to evaluate their sawmilling needs, current and potentially future needs.
- Educate existing customers about features and benefits of Norwood equipment.
- Provide technical support and assistance to existing customers by phone and email, and process, when applicable, warranty claims.
- Ensure all customers receive prompt, useful information through professional communication and follow-ups.
- Prioritize customer satisfaction and revenue growth.
- Be an example of excellence in all respects including values, product knowledge, sawmill operations and functions, professional standards of communication, respect for adherence to internal systems and processes, work-ethic, etc.
- Attend, and participate at, periodic tradeshows and fairs as requested (necessitating occasional weekend work and extended workdays)
- Be committed to continuous learning by, independently and enthusiastically, reading, watching videos and actual, hands-on, operation of the equipment.
- Become an expert in Norwood’s sawmills and attachments and share these insights with our customers. Learn all operational and technical aspects of Norwood equipment and competing equipment.
- Share with the team responsibility to provide seamless service to customers by working a few mid-year statutory holidays (day in lieu given).
- Strive to meet or exceed Key Performance Indicators related to customer service.
Requirements
- 2 or more years of experience in Customer Service
- Preferred fully bilingual in English amp; French
- Strong written amp; verbal communication skills
- Interested and able to quickly learn product knowledge and adopt new technology applications.
- Excellent technical troubleshooting skills (by phone, email, and in-person)
- Strong conflict resolution skills
- Must be able to work to non-standard business hours and/or mid-year statutory holidays (day given in lieu)
Benefits
What's in it for YOU!
- Competitive compensation package Certified Living Wage Employer (Champion)
- 3 weeks of Paid Time Off (PTO) for full-time team members
- Norwood RRSP program
- Comprehensive health and dental benefits plan including a commitment to mental wellness and a flexible Health Care Spending Account
- Life insurance and disability coverage
- Employee and Family Assistance Program (EFAP)
- Employee Excellence Progra