Customer Service Representative

The Customer Service / Sales Support Representative is responsible for ensuring an excellent customer experience while providing daily support to Sales Representatives in an offset printing environment.

The successful candidate will act as a point of contact for customers, follow up on inquiries and orders, prepare quotations, and actively contribute to the management of customer accounts. They will work closely with Sales Representatives and various departments to ensure prompt, professional, and personalized service.

This position plays a key role in customer retention and allows Sales Representatives to focus on business development and customer relationships.

Key Responsibilities

1. Customer Service and Sales Support

• Respond to customer inquiries by phone and email in a professional and proactive manner.
• Follow up with customers regarding inquiries, quotations, and orders.
• Prepare, send, and follow up on quotations in collaboration with Sales Representatives.
• Support Sales Representatives with their daily activities and management of customer accounts.
• Prepare the information and documents required by Sales Representatives for customer meetings and follow-ups.
• Follow up with customers to maintain regular communication and promote customer satisfaction.
• Identify customer needs and communicate sales opportunities to Sales Representatives.
• Provide exceptional customer service in order to develop and maintain long-term business relationships.

2. Order and Customer Account Management

• Enter and manage orders in the internal system.
• Verify printing job information and specifications with customers and Sales Representatives.
• Ensure that all order-related information is complete and accurate.
• Follow up with the various departments as needed to ensure orders progress smoothly.
• Keep customer information, files, and follow-up notes up to date in the system.
• Monitor deadlines and communicate any special circumstances or issues to the Sales Representative.

3. Customer Follow-Up and Problem Resolution

• Maintain proactive communication with customers regarding the progress of their orders.
• Respond to customer questions and provide prompt follow-up when additional information is required.
• Identify and resolve order-related issues in collaboration with Sales Representatives and the appropriate teams.
• Conduct post-sale follow-ups to ensure customer satisfaction.
• Anticipate customer needs and communicate opportunities for additional sales or new orders to Sales Representatives.

Qualifications

Education and Experience

• High school diploma or equivalent required.
• College diploma (DEC) in business administration, sales, customer service, or a related field is an asset.
• 2 to 5 years of experience in customer service, sales support, administration, or a similar environment.
• Experience in the printing or graphic arts industry is an asset.

Skills and Competencies

• Excellent customer service and communication skills.
• Strong sales support and customer account management skills.
• Excellent organizational skills and the ability to manage multiple files or accounts simultaneously.
• Strong attention to detail and accuracy when entering and following up on information.
• Ability to work independently, take initiative, and work effectively as part of a team.
• Strong proficiency in Microsoft Office, particularly Outlook, Word, and Excel. HubSpot experience is an asset.
• Ability to establish and maintain strong professional relationships with customers and Sales Representatives.
• Solution-oriented mindset with strong problem-solving abilities.
• Bilingual in French and English, both spoken and written.

Additional Requirements

• Ability to handle sensitive information with discretion and confidentiality.
• Excellent communication, follow-up, and problem-solving skills.
• Professional, positive, and customer-focused attitude.
• Ability to work in a dynamic environment where priorities can change quickly.