Customer Support Associate

Customer Support Associate
CA - ON - Montreal

Job Description


*****This is a Maternity Leave Contract Role*****


Job Summary
The Customer Support Associate will be responsible for delivering exceptional customer service to support KMBS current and future business requirements and needs.

Job Responsibilities
- Order Processing
- Review and audit all sales transaction documentation packages for accuracy and completeness
- Process hardware orders and credits/corrections
- Ensure all orders are progressing through the various stages to meet delivery dates to customers
- Provide prompt customer service and support to customers, branches and dealers
- Regular status reviews of all outstanding and completed matters; ensure data in reporting systems is accurate
- Investigate and resolve reported matters in a timely manner
- Process MyKMBS activation requests Delivery and Install Scheduling
- Manages entire delivery experience for our customer; owner of initial Web Scheduler process
- Recognize at risk delivery dates and bring those forward to team leader/manager
- Contacts customer to coordinate date and time of install
- Confirms with customers IT/Network administrator readiness for installation and/or removal of current systems
- Ensure notification is provided to Sales Rep of equipment movement status; KIT updated timely and accurately
- Ensure notification is provided to other departments of equipment installation; Service Department and Customer Trainers added to Web Scheduler data
- Equipment Moves and Pick Ups
- Review documents submitted for accuracy and completeness
- Verify charges have been approved internally and by customer
- Ensure any lease obligations have been considered - Process and schedule within needed timelines
- Maintenance and Cyclical Billing
- Audit paperwork for accuracy and completeness
- Process orders to setup new maintenance contracts
- Supply data required for contract renewals and updates
- Resolve issues as needed so contracts bill correctly
- Investigate and Resolve Customer Issues
- Take a lead position for all hardware related issues and follow through to completion
- Review and resolve IW54 tickets assigned
- Liaise with other departments to resolve customer issues
- Review and recommend customer service procedures that will improve efficiency and customer satisfaction Skills,

Experience and Qualifications
- College Business Diploma and/or 3-5 years relevant experience an asset.
- SAP experience beneficial
- Excellent interpersonal and communication skills both verbal and written
- Pleasant telephone manner
- Ability to work effectively under pressure
- Organized and self-motivated with the ability to multi-task
- Ability to prioritize work assignments
- Knowledge of warehouse and service area procedures
- Customer Service oriented with effective customer interaction skills
- Proven Customer service and warehouse operations experience.
- MS Office experience including MS Word, Excel and Outlook.

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