Customer Service Representative

About the job
Kelly Services’ has partnered with a client in Oakville, ON to recruit for a TEMP to PERM opportunity

Role: Digital Customer Services

Temp to Perm

Pay rate: $29/hour + 4 % vacation pay

Onsite Monday to Friday- From 9am-5:30pm

Kelly’s customer located in Oakville, ON, is looking for a dynamic Customer Service Representative to manage and improve the daily performance of the invoice quality team, by fostering operational excellence, driving continuous improvement, ensuring quality adherence, facilitating knowledge sharing, and maintaining effective stakeholder collaboration within the organization.

RESPONSIBILITIES:

Managing and improving digital inquiries through Estore and Re-order tool
Fulfilling the daily incoming requests via SFDC to ensure adherence to the set KPIs
Ensure proper phone handling providing a positive customer experience via reduction in drop calls and timely response
Investigating the escalations brought forward from Internal and External customers and providing proper feedback and implementing corrective actions
Participate in Digital Team meetings and promoting e-commerce strategy
Revising working procedures with Global Process Leaders (SOP’s, DTP’s desktop procedures) and workflows
Building and enhancing relationship with local site’s leadership
Serve as subject matter expert and subject specific trainer
Provides digital inputs to supervisor and manager on improvement ideas
Meets/exceeds responsiveness expectation to customers & internal assignments

REQUIREMENTS:

2+ years of customer service/ fulfilment/procurement experience or demonstrated equivalent subject matter expertise
A motivated self-starter with strong problem-solving skills and a track record of meeting and exceeding goals through creativity and relationship building
Energetic, strong interpersonal, organizational and communication skills
Extremely detail-oriented, organized and able to provide clear and accurate updates to relevant teams
Digital mindset: comfortable entering and retrieving data in a variety of software platforms and drive changes with every changing technology
An ability to work in a cross-functional environment with peers, leadership, and supporting organizations
Excellent time management skills & ability to prioritize work from multiple channels
Thrives in a fast-paced but fun work environment
Ability to work and influence employees at other locations
Ability to understand specific business objectives, priorities and key processes
Ability to stand-in for immediate leadership to conduct meetings, lead projects, and provide business
Leverages connections to build team morale and resolve issues
Looking to grow into a leadership role through influencing and achieving team driven results
This is a hybrid position, requiring a minimum of 3 days in the office
Ability to work 3 statutory holidays per year in lieu of vacation or paid time off
Ability to work Monday – Fridays (8 hour shift), within the working window of 8:00AM-6:30PM, depending on our assigned region