Senior Customer Service Representative

Michaels Mississauga, Canada
senior customer service customer service representative service representative representative customer service csr management procedures team customer service representative service representative representative
March 25, 2023
Mississauga, Canada

We're here for the Makers Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

To review a comprehensive list of benefits, please visit Michaels Benefits

The Sr. Customer Service Representative is responsible for handling all customer correspondence. Attendance, as scheduled, is an essential function of the Sr. Customer Service Representative job.

Major Activities

Customer Service

  • Field all customer communication
  • Enter manual orders if necessary; assist in parcel tracking
  • Inform General Manager of reoccurring issues and any abnormal service requests/issues
  • Administrative

  • Address all backorders & diverted orders
  • Complete cancellations as per the customer requests
  • Issue store credits as required for unfulfilled orders
  • Misc.

  • Review the daily recut list and conducts customer callbacks
  • Inform Production Supervisors, QAC and Management of store feedback for quick resolution of problems
  • Build Re-cut reports for management staff
  • Take escalation calls from DM's
  • Enforce Customer Service policies and procedures consistently; audit CS procedures
  • Create and maintain CSR workflow dissemination
  • Train new CSR's and existing CSR's when implementing new procedures; assist with CSR appraisals
  • Safety & Organization

  • Maintain a clean work area for safe and efficient operation
  • Follow all safety requirements
  • Minimum Education

  • High School Diploma, GED or equivalent
  • Minimum Type of experience the job requires

  • 5 years' Customer Service experience
  • Ability to critically analyze problems and develop effective solutions
  • Strong verbal communication and interpersonal skills including coaching, collaborating, and providing constructive feedback
  • Other

  • Read, write, and speak English fluently; ability convey/receive information effectively
  • Detailed-oriented and accurate; keen sense of urgency
  • General, verbal, and numerical intelligence
  • Excellent time management, organizing, and prioritizing skills
  • Must be positive, friendly, and able to communicate and solve problems effectively with demanding customers
  • Must be able to accurately read a tape measure and ruler
  • Physical Requirements

  • Constantly sit and occasionally walk
  • Occasionally bend
  • Ability to lift and carry up to 30lbs/13.6kgs from waist to shoulders and reach above head
  • Ability to occasionally push and pull using upper extremities
  • Review physical requirements matrix for all requirements
  • Work Environment

  • Occasionally high noise levels and moving machinery
  • Production floor is not climate-controlled and subject to dust, high/low temperatures
  • Ability to work safely within a fast-paced manufacturing environment
  • Applicants in Canada must satisfy federal, provincial, and local legal requirements of the job.

    Report this job

    Similar jobs near me

    Related articles