Customer service representative - call centre

*Company Overview* Vision Hollow Metal Limited is a privately owned Canadian business that has been actively involved in the steel door and frame industry since 2008. We are a leading-edge manufacturer of steel doors and frames for commercial, industrial, and institutional applications. We are looking for motivated individuals with an appetite to learn and bring value to our team. Whether you are a recent graduate or have years of experience Vision can assist you in achieving your full potential and career goals. Our evolving culture is guided by our progressive mindset, cross functional training, and career advancement. *Position Summary* The Customer Service Representative serves as the primary point of contact for customers and plays a critical role in ensuring exceptional service throughout the order lifecycle. Working within a fast-paced steel door manufacturing environment, the Customer Service Representative is responsible for managing customer inquiries, processing orders, providing product and order information, coordinating with internal departments, and resolving customer concerns in a professional and timely manner. *Responsibilities* * Serve as the primary liaison and lead point of contact for assigned customer accounts, ensuring effective communication and a professional relationship with customers, striving for excellence in service provided. Provide timely responses to phone calls and customer support emails, aiming to address inquiries within one business day. * Complete necessary documents, when necessary, such as incident reports, return goods authorizations, and shipping/pick-up requests. * Ensure accurate and timely processing of customer orders, ensuring to note with special instructions and/or templating. Be responsible for detailing and templating of orders. * Monitor and manage process of orders entered to ensure any delays are addressed timely (i.e. no material, programming issues, back log, etc.). * Maintain accurate and up-to-date customer accounts, promptly reporting any changes to the sales and accounts receivable teams. * Generate price quotations and obtain necessary approvals from management. Follow up on provided quotations and log status. * Ensure up to date knowledge on promotions, and how to apply promos to the account. * Assist with resolving challenging client requests or escalating issues when needed. * Continuously update job knowledge by participating in product training sessions. * Monitor and manage the month-to-month reviews of accounts, to gauge and understand account activity such as but not limited to declines, inactivity, increases, steady but no growth, account on hold. Understand these changes, is it seasonal, a promo, lead time, quality concerns, space issues, terms of payment, are they aware of the company?s product availability. * Ensure that credit notes and returned goods are issued in accordance with company policies. Monitor and manage credit notes issued, to determine habitual patterns, order entry issue, damaged goods, sent incorrect parts, etc. Manage by communicating the patterns and addressing as appropriate. * Review shipping dates by customers to ensure orders being produced are meeting shipping deadlines. Respond appropriately to any issues that are not aligned with lead times provided. * Detailing and templating orders, as required. * Ensure any customer changes as per company policy. * Ensure management of all technical inquiries is addressed timely and professionally. * Perform additional and other duties as assigned. *Quality Assurance Responsibilities * * Adhere to all quality standards, procedures, and work instructions. * Perform required quality inspections and document results accurately. * Identify and report quality concerns, defects, and non-conforming products. * Support continuous improvement initiatives and corrective actions to maintain product quality and customer satisfaction. * Ensure work is performed in accordance with company qualit