AY Talent
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Customer Service Representative
Primary Responsibilities (General) Creating a superior customer service experience for clients over the phone, via email / fax and in person in our showroom. Enter sales orders in ERP, ensuring that a copy/confirmation is always sent to the customer. Ensure customers' needs, questions, and requests are met promptly. Ensuring sales orders are entered in accordance with current customer pricing according to project quotes. Ensure that all questions and requests for technical support and assistance are fully satisfied. Processing returns claims by collecting and verifying the relevant documentation. Capture keying requests and communicate them to the keying room department. Liaising with Accounts Receivable to review customer credit limits. Informing Account Managers when a customer's order is shipped but refused and returned. Pick-up Counter
Place orders ready for pick-up into the blue pick-up bin. Ensure that the same customer orders are attached and are filed in the correct slot. Ensure that the pick-up bin is up to date, so that orders stay within 2 weeks of the order date. Contact customers once a 2-week delay has been surpassed to ensure the order either gets picked up or shipped out. Managing B/O's Ensuring that back orders are verified and filled, by:
Generating B/O report and validating which orders are complete and can be shipped. Allocate stock and print Sales Orders to be shipped. Manage orders that are to be shipped complete. Return Merchandise Authorization - RMA
Validate reasons for customer return requests, as well as information provided by the customer, to determine if an RMA number will be issued or not. Establish restocking fees, if any, and communicate to the customer. Enter RMA in ERP system, print, and attach all pertinent information. In cases where items on an authorized RMA are refused, communicate with the customer the reasons why and arrange for products to be returned to the customer. If approved, repair or replace and return to the customer, or issue credit.
Customer Service Representative
Primary Responsibilities (General) Creating a superior customer service experience for clients over the phone, via email / fax and in person in our showroom. Enter sales orders in ERP, ensuring that a copy/confirmation is always sent to the customer. Ensure customers' needs, questions, and requests are met promptly. Ensuring sales orders are entered in accordance with current customer pricing according to project quotes. Ensure that all questions and requests for technical support and assistance are fully satisfied. Processing returns claims by collecting and verifying the relevant documentation. Capture keying requests and communicate them to the keying room department. Liaising with Accounts Receivable to review customer credit limits. Informing Account Managers when a customer's order is shipped but refused and returned. Pick-up Counter
Place orders ready for pick-up into the blue pick-up bin. Ensure that the same customer orders are attached and are filed in the correct slot. Ensure that the pick-up bin is up to date, so that orders stay within 2 weeks of the order date. Contact customers once a 2-week delay has been surpassed to ensure the order either gets picked up or shipped out. Managing B/O's Ensuring that back orders are verified and filled, by:
Generating B/O report and validating which orders are complete and can be shipped. Allocate stock and print Sales Orders to be shipped. Manage orders that are to be shipped complete. Return Merchandise Authorization - RMA
Validate reasons for customer return requests, as well as information provided by the customer, to determine if an RMA number will be issued or not. Establish restocking fees, if any, and communicate to the customer. Enter RMA in ERP system, print, and attach all pertinent information. In cases where items on an authorized RMA are refused, communicate with the customer the reasons why and arrange for products to be returned to the customer. If approved, repair or replace and return to the customer, or issue credit.