CUSTOMER SERVICE REPRESENTATIVE

Location either in: Vancouver, Washington OR Calgary, Alberta OR Champlain, New York or Remote

UMG is looking for a self-motivated, customer-focused individual to provide exceptional service to both existing and potential customers. The Customer Service Representative- Lead will be the liaison between our customers and internal sales, operations & finance departments while providing leadership to the Customer Service team

RESPONSIBILITIES

• Run the daily operations of the customer service department
• Attend meetings, update reports, and balance the workload of the team as required
• Manage export shipments for multiple international customers
• Manage in coming orders for all customers including bulk sales
• Working directly with business line leaders on key issues and order requests
• Provide ongoing training to new and existing team members
• Assist with development and maintenance of standard operating procedures
• Serve as a main point of contact to our customers for product information, quotations, order processing and/or troubleshooting
• Cultivate new and strengthen existing customer relationships through regular communication
• Process incoming sales orders in the ERP
• Log notable customer activities & conversations within CRM
• Follow established processes and procedures to ensure SLAs and DIFOT-Q metrics are met
• Maintain knowledge of products and geographical locations of our customers across North America
• Consistently achieve personal and team key performance indicators/goals
• Other duties and responsibilities as assigned

SKILLS & ABILITIES

• Proven experience in a Customer Service/ Sales environment
• Excellent leadership ability
• Experience utilizing Microsoft D365 and/or Customer Relationship Management (CRM) is a huge plus
• Experience utilizing Microsoft Office applications including Word, Excel, and Outlook is required
• Ideal candidate will demonstrate a team-oriented, “can do” attitude
• Ability to professionally and effectively communicate both in verbal and written correspondence
• Ability to multi-task and manage priorities in a fast-paced work environment, while maintaining attention to detail
• Ability to both adapt to and facilitate change

EDUCATION & EXPERIENCE

• High school diploma or equivalent

SALARY RANGE: $20.00 - $28.00 per hour.

The United Malt pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

COMPENSATION
An attractive compensation and benefits package will be provided. We offer a generous benefits package including extended healthcare, flex spending accounts, EAP, paid holidays, paid time off program, basic & voluntary life insurance, STD, LTD, 401(k) plan, pension plan (CAD), fitness subsidy and tuition reimbursement. Employees are eligible for product discounts through our CMG Division, as well as discounts from various external vendors.
*Benefits package varies between US and Canada.

Job Type: Full-time

Pay: $20.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Experience:

• Customer Support & Client Services Occupations: 1 year (Preferred)

Work Location: In person

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