Customer Technical Support Representative in Cambridge, Ontario at Preformed Line Products Canada Limited

Customer Service / Inside Sales Representative

Key Job Responsibilities:

• Understand customers needs and provide exceptional service to the Customer
• Analyze and Prepare customer quotesin a timely manner
• Check all pricing and delivery information before entering sales orders
• Collaborate with PLP team to meetcustomersexpectations and continuously improve our service

Reports to: Sales & Marketing Director

Primary work location: Cambridge, Ontario / Lachine, Quebec

Travel requirement: Minimal

Tasks & Responsibilities:

Customer Service:

• Handle all requests from customers that come via email to sales folders or by phone and coordinate inquiries with customer service,salesand technical support teams (and other departments asrequired)
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner; follow up to ensure resolution
• Collaboratewith SalesManagers on managing customer's activities and improving our competitive position
• Processes new customer accounts/profiles with Accounting Department
• Other duties as required.

Quoting:

• Receives, analyzes and prepare requests for quotations in coordination with Sales Managers.
• Understand customer needs for product, delivery and price and assess competitive information
• Coordinate support from Technical Support, Supply Chain and Operations to address product, cost, packaging and lead time requirements for the quotation.
• Follow established practices for quoting process to ensure documentation of interactions and approvals
• Collaborate with sales team on followups and documenting won/loss status in ERP/CRM

Order Entry and Management:

• Follow order entry process to ensure order conditions are met and accuracy of all pricing and delivery information
• Provide order tracking information,advisestock availability, provide informationregardingthe status of customer purchase orders.
• Collaborate with Operations, Supply chain, QC and Engineering to ensure customer expectations are met and managed on their orders

Job Requirements:

• Excellent inter-personal skills
• Excellent communication skillsacross all formats (phone, in-person, email,etc)
• Strong collaborative and team skills
• Excellent attention to detailunder tight timelines
• Ability to multi-task and coordinate responses to multiple customer requests
• Spoken and Written languages: English / French bilingual

Experience / Education / Skillset:

• 5+ Years of previous customer service experience an asset
• Proficient in Microsoft 365, especially Word & Excel.
• Capability to interact professionally with customers and suppliers.
• Working knowledge of Epicor ERP or other ERP software and Hubspot CRM

Work schedule:

• Full Time
• Work schedule, 8am to4:30pm, 40 hours a week

Overview

PLP protects the world’s most critical connections by creating stronger and more reliable network.

PLP's critical infrastructure solutions serve a wide range of customers, including:

- Power utilities

- Telecommunications network operators

- Cable television and broadband service providers

- Construction contractors

- Agricultural enterprises

- Corporations and enterprise networks

- Government agencies

- Educational institutions

PLP has been manufacturing in Canada since 1985. Our two ISO 9001 certified facilities and local

engineering team allow the company to respond to Canadian customers’ needs quickly and with precision.

With locations in over 20 countries, PLP and its Canadian subsidiary PLP Canada work as a united global corporation, delivering high-quality products, and unparalleled service to customers in Canada.

A steadfast commitment to quality is not just a goal at PLP, it's the guiding principle of everything we do. You can rest assured that the reliability of our products and the dedication of our people are the things that make PLP "The Connection You Can Count On.®"

PLP is the connection you can count on, for our people, our clients, and our communities.

We offer a competitive pay and benefits package that includes, life insurance, health insurance, dental insurance, vacation days and paid holidays and a deferred profit-sharing retirement program.

We are a company that values new ideas and opinions, and we encourage our employees to ask questions in the spirit of continuous improvement. We promote a balance of work and family as an important aspect that helps sustain the long-term growth and health of all our employees. We value diversity and inclusion and foster a workplace in which all employees respect one another and work together to achieve common goals. The company also has annual social activities and a service awards program, that recognize the ongoing contributions of employees every year.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, accommodation will be provided to candidates with disabilities during the recruitment and selection process. If you are invited to participate in the process and require an accommodation, please let us know in advance.