Customer Service Representative

Vacancy Title: Customer Service Representative – Sales and Reception
Vacancy

Location:

Delta, BC Canada (Vancouver)
Engagement Type: Full-Time In Office, Permanent
Your Company
Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.
Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.
That is why the world's leading maritime, defence & government, energy and aerospace organisations trust us when it matters most and why we have been awarded the Gold Award by the UK Defence Employer Recognition Scheme
Your New Role
As a Sales Coordinator, you will be at the forefront of our customer interactions, receiving and processing quotes, orders, inquiries, and complaints.

You will maintain ongoing relationships with our customers and sales colleagues, using your knowledge of our products and services to be a key communication link. Your ability to analyse, judge, and sensitively respond to customer needs will be crucial in this role.
What You Can Expect from the Role
Key Responsibilities and accountabilities:
Without limiting the scope of responsibilities, the following tasks are considered to be the main duties of this function:
Quote and Order Processing: Prepare and submit timely sales quotations and orders, including custom and special orders, coordinating with relevant teams to ensure timely fulfilment.

Track and follow up on distributor, dealers and local direct customer orders using the ERP system and online sales portal.
Coordination with Supply Chain: Collaborate with supply chain teams to fulfill customer requests, special requirements, locate products and part numbers, provide availability information, and support procurement and sales teams with cost and availability inquiries.
Advanced Product and Service Information: Respond to complex customer inquiries providing advanced product and service information.
Customer Relationship Development: Proactively engaging with customers to foster new connections and deepen existing relationships.
Issue Resolution: Promptly addressing and resolving complex customer issues and escalations, securing managerial approvals when necessary.
CRM Utilization: Optimize CRM system usage to strengthen customer relationships and drive business efficiency.
Accounting & Collections Support: Liaise with the accounting department to assist in collecting overdue payments and resolving client billing issues.
Compliance and Safety: Adhere to Survitec policies, procedures, and relevant regulatory codes, obtaining authorizations for any exceptions.
Professional Development: Staying informed about relevant technology, industry regulations, and best practices.

Participating in training and development activities as required.
Team Collaboration: Contribute to an inclusive team environment where team members feel valued and appreciated.
Retention: Deliver exceptional service to encourage continued use of Survitec’s products and services.
Additional: Perform other duties as assigned by your manager.
Front Desk & Customer Interaction:
Greet and welcome visitors and direct them to the appropriate staff or department.
Answer and route incoming phone calls using a multi-line system; respond to routine inquiries and provide general information on products, services, or promotions.
Maintain a clean, organized, and welcoming reception and customer waiting area.
Handle incoming and outgoing mail, packages, and courier arrangements.
Maintain and replenish front desk materials such as brochures, promotional items, and business cards.
The Experience, Qualifications and Skills You Will Have
Essential Criteria:
Excellent at building customer relationships and delivering customer-centric solutions.
Comfortable with diverse groups and tackling new opportunities with urgency and enthusiasm.
Skilled in timely decision-making to keep the organization moving forward.
Strong analytical skills for solving complex problems.
Adaptable to shifting demands and handling conflict with minimal disruption.
High School Degree required.
Proven independent work experience.
Fluent in English.
Marine industry experience is a plus.