The Project Services Representative is responsible for fielding customer inquiries and in response to these inquiries, developing and providing quotations and investigating technical issues. It is essential that the Project Services Representative maintains an effective relationship with all customers, sales staff, distribution, purchasing, marketing, and finance. The Project Services Representative is responsible for providing pricing, availability dates and scheduling information within established guidelines or suggests additional and/or alternative products or services to meet customer requirements. As well as expedites the delivery of orders as needed, tracks order activity and alerts appropriate staff of any potential delivery problems. The incumbent will be responsible for working effectively with other Associates in a high pressure/high volume atmosphere.

Description of the Position:

• Field all customer inquiries and in response to these inquiries, developing and providing quotations and investigating technical issues
• Manages projects, delivering engineering solutions to customers that consistently exceed expectations.
• Provide technical support for all product lines
• Responsible for processing custom purchase orders timely and accurately
• Processes project related orders including all aspect of the order entry process, management of orders, and processing returns.
• Provide pricing, product availability dates and scheduling information within established guidelines suggest additional and/or alternative products or services to meet customer requirements and track projects and expedite delivery of orders as needed
• Maintain effective relationships with customers, sales staff, distribution, purchasing, marketing, and finance departments
• Responsible for researching and obtaining resolution of a variety of customer inquiries by serving as a communication link between customers and sales staff to assure responsiveness.
• Expedites the delivery of selected orders, and tracks order activity, and alerts appropriate staff of any potential delivery problems, serves as communication link between customers and sales staff to ensure responsiveness.
• Manages projects, delivering engineering solutions to customers that consistently exceed expectations.
• Provide technical support for all product lines
• Provide pricing, product availability dates and scheduling information within established guidelines suggest additional and/or alternative products or services to meet customer requirements and expedites the delivery of orders as needed, tracks order activity and alerts appropriate staff of any potential delivery problems
• Interact with, and support, the Service Team as needed or as assigned by the Service Team Senior Supervisor.
• Fosters open communication internally and externally and champions creative change to improve processing and service levels.

• May be asked to conduct training to provide guidance and assistance to new or less experienced associates
• Communicate with others effectively, using tact and discretion, and responding to questions, comments and complaints from internal and external customers in a calm, professional manner
• Acts as a strong team player within the Service Team, and possesses a strong sense of team work and collaboration for delivery of world class customer service
• Develop strong relationships with key contacts and maintain on-going contact with customers
• Develop, maintain and implement customer service and supplier development plans to help identify and drive continuous improvement initiatives
• Ability to excel in a high a volume, rapidly changing environment
• Ensure escalation process is adhered to in order to resolve complex queries
• Provide exceptional customer service and quality customer care.
• Ensure escalation process is adhered to in order to resolve complex queries with Team Leader.
• Assist Project Services Team Leader with workflow ensuring project quality and timelines are met.
• Interact with, and support, the Service team as needed or as assigned by the Senior Supervisor, Service Team.

Candidates Must Demonstrate the Following Qualifications:

Skills/Competencies:

• Excellent professional oral and written communication skills including effective listening skills and the ability to communicate effectively across all levels of the organization.
• Able to give and receive detailed/complex and sensitive information, and process that information appropriately.
• Strong customer focused individual dedicated to deliver world class customer experience, previous experience in related industry and product knowledge would be an asset
• Requires strong organizational and time management skills, close attention to detail and ability to effectively handle multiple priorities at once including order processing.
• Ability to excel in a fast paced, high volume environment which prides itself on continuous improvement is required
• A high level of attention to detail is mandatory;
• Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software. Ability to use internet and web based resources efficiently and effectively.
• Must be proficient with mainframe order entry application, with demonstrated ability to type 50 w.p.m. with 100% accuracy.
• Ability to work well as part of a dynamic and diverse team environment where teamwork is paramount, must be highly collaborative and possess a proven ability to work in a team based environment.
• Demonstrated experience providing exceptional customer service skills and a strong customer orientation.
• Ability to provide information to all customers / stakeholders in a timely and appropriate manner to ensure they are provided with the opportunity to make accurate decisions.
• Possess the functional / technical knowledge and skills necessary to perform the job at a high level while continuing to hone business acumen skills to remain knowledgeable about current and future trends/information that may affect our customers businesses.
• Bilingual language skills in written and oral of both official languages is not required, but would be considered an asset

Education/Experience:

• High school diploma mandatory
• Completion of post secondary studies in a related field would be considered an asset.
• Minimum of five (5) years previous successful customer service or inside sales role in a service environment.
• Previous experience within the electrical industry would be considered an asset.
• Possess excellent teamwork skills, able to participate in project teams