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Customer Sales Representative - Full Time

The Timken Company - Mississauga, ON


Posted on 08/14/22 (Ref: ONodIaw2Wd)

Customer Sales Representative - Mississauga, ON - The Timken Company

Your Career Begins at Timken
If you're ready for a challenging career that provides you with the ability to advance personally and professionally, look to Timken. Our associates make the world more productive by improving the efficiency and reliability of the machinery that keeps industry in motion.

The successful candidate will have previous experience as a Customer Service Representative in a similar industrial environment. Primary responsibilities of this customer service position include support of Timken's distribution customers and distributors, and through them, our end-user market:

  • Support is conducted via phone, fax and email interaction including technical enquiries, quotation processing and order management as well as interacting with our logistics sites (Timken and Colinx) to facilitate shipping requirements.
  • The associate must be well versed and able to respond to questions across the entire Timken product line (Timken/Torrington and buy-brand-sell) as well as equally able to process enquiries utilizing a high level of knowledge of our internal systems (SAP, Global Availability, PTPlace, etc.) and the catalogues and support material available.
  • The position requires familiarity with distribution commercial policies and procedures as well as Timken export compliance and other mandated regulations.
  • Daily interaction with sales, distributor accounts, product managers and supply chain ensures the appropriate network of support to meet the expectations of the role.

To achieve delivery of world-class customer service as defined by measurable KPIs, the Customer Service Representative will be accountable of the following:

  • Handle incoming contact for new orders, quotations, expedites, modifications, transfers, intercepts, delivery information, returns, assembly identification, technical questions, complaints, future orders, and interchange information for distributors and customers.
  • Customer contact occurs using phone, fax, email, PTPlace, S2S, EDI.
  • Computer tools required include but are not limited to: SAP (and all existing legacy systems until their replacement), PTPlace, System to System, EDI, Sales Force Automation, Global Availability Tool, Internet, Intranet, Outlook, Excel, Word, IBI guide, Brio, Access & PowerPoint.
  • Proactive expediting and delivery improvement and communicating updated information to customer and/or sales as well as tracking and follow up for special activities.
  • Assist in resolution of conflicts between functional areas to meet customer commitments.
  • Daily communication with servicing and shipping centers (Duncan) and Colinx distribution centers.
  • Regularly communicate with Regional Sales Managers, Inside and Outside Sales Reps, Supply Chain (replenishment) and Customer Service Reps as the main contact points, to ensure customer satisfaction.
  • In coordination with the account team, address dispute resolutions to keep account current as per established metrics (90 within 90).
  • Issue RGA's as required and initiate GQTS entries to address customer concerns and quality issues with a goal to continue improvement.

    The successful candidate must be bilingual; fluent in both French and English. Primary responsibilities of this customer service position include support of Timken's distribution customers and distributors, and through them, our end-user market:

  • Support is conducted via phone, fax and email interaction including technical enquiries, quotation processing and order management as well as interacting with our logistics sites (Timken and Colinx) to facilitate shipping requirements.
  • The associate must be well versed and able to respond to questions across the entire Timken product line (Timken/Torrington and buy-brand-sell) as well as equally able to process enquiries utilizing a high level of knowledge of our internal systems (SAP, Global Availability, PTPlace, etc.) and the catalogues and support material available.
  • The position requires familiarity with distribution commercial policies and procedures as well as Timken export compliance and other mandated regulations.
  • Daily interaction with sales, distributor accounts, product managers and supply chain ensures the appropriate network of support to meet the expectations of the role.
  • To achieve delivery of world-class customer service as defined by measurable KPIs the Customer Service Representative will be accountable of the following:

  • Handle incoming contact for new orders, quotations, expedites, modifications, transfers, intercepts, delivery information, returns, assembly identification, technical questions, complaints, future orders, and interchange information for distributors and customers.
  • Customer contact occurs using phone, fax, email, PTPlace, S2S, EDI.
  • Computer tools required include but are not limited to: SAP (and all existing legacy systems until their replacement), PTPlace, System to System, EDI, Sales Force Automation, Global Availability Tool, Internet, Intranet, Outlook, Excel, Word, IBI guide, Brio, Access & PowerPoint.
  • Proactive expediting and delivery improvement and communicating updated information to customer and/or sales as well as tracking and follow up for special activities.
  • Assist in resolution of conflicts between functional areas to meet customer commitments.
  • Daily communication with servicing and shipping centers (Duncan) and Colinx distribution centers.
  • Regularly communicate with Regional Sales Managers, Inside and Outside Sales Reps, Supply Chain (replenishment) and Customer Service Reps as the main contact points, to ensure customer satisfaction.
  • In coordination with the account team, address dispute resolutions to keep account current as per established metrics (90 within 90).
  • Issue RGA's as required and initiate GQTS entries to address customer concerns and quality issues with a goal to continue improvement.

Qualifications:

  • A minimum of five years' experience in an industrial sales support role.
  • Proficiency in business English both verbal and written.
  • Bilingualism (French and English) considered an asset
  • MS Office suite including Excel, Word and Outlook.
  • Proven ERP proficiency (SAP experience considered an asset).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

Customer Sales Representative - Mississauga, ON - The Timken Company


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