Customer Care Administrator

Job Responsibility:

Department : Customer Care

Division : Service

Reports To: Customer Operations Manager

Summary: This position is responsible for the administration and processing of paperwork / quotations / invoicing / service products order entry within the Customer Care Team. This position will be responsible for supporting the CSR and FST teams across Canada on a daily basis, general administration and support of the customer care team. Bi-Lingual is an asset (English/French), SAP experience required, and previous spare parts order entry/service scheduling is an asset.

Essential Duties and Responsibilities:

Including the following, other duties may be assigned:

• Schedule service calls in SAP as they come in from customers / FST follow ups as well as calls handed off from the MUUS helpdesk.
• Responsible for management and administration of Service and Spares MUCA shared email dealing with FST and customer requests / after sales products orders / spares order entry. Request information from our factory as necessary to complete customer orders.
• Admin support for Customer Support Representative and Field Service Technicians as required.
• Generation of Preventative Maintenance Agreement, Technical Service and Spare Parts List quotations, administration / scheduling within SAP for all contracts and service product orders.
• Responsible for daily Service Report reconciliation and associated invoicing. the production of pre-installation manuals and record keeping in digital form, the production of customized Customer Satisfaction Surveys, reporting, etc.
• Maintain and update (when required) department's SOP and WI documents. Collaboration with other team members for SOP/WI updates developments.
• Assist month end reporting for finance and with Ariba related PO's.

Qualifications:

• Previous work in an office environment with high volume and fast pace is required. Professional telephone manner is key and experience dealing with customers is an asset. Must have knowledge and previous experience with SAP. Previous experience working on spare parts order entry or a scheduling desk is an asset.
• Ability to respond to common inquiries or complaints from customers. Ability to effectively present technical information and respond to questions. Must have excellent written communication skills in order to properly capture and document task requirements. Bilingual English/French is an asset.
• To perform this job successfully, an individual should have a thorough knowledge of word processing software; spreadsheet software; internet software, database software, (Microsoft Office programs primarily), etc. SAP familiarity is required.

Multivac Behaviour Standard:

Maintain a positive work atmosphere by acting and communicating in a respectful manner with customers, clients, co-workers and management. Motivated to work independently to achieve goals, but also effectively as part of the Customer Service Team. Customer service attitude is essential.

Job Types: Full-time, Permanent

Pay: $50,000.00-$58,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Richmond, BC V6V 2J2: reliably commute or plan to relocate before starting work (preferred)

Experience:

• SAP: 1 year (preferred)

Work Location: Hybrid remote in Richmond, BC V6V 2J2