Customer Experience Representative

A day in the life

Successful Customer Experience Representatives at Layfield are responsible for providing internal and external customer support related to the organization’s products and services. Involved in maintaining positive customer relations and responds to problems and inquiries in a professional, courteous, and timely manner. May handle inquiries of a technical nature. Acts as the main point of contact for Account Managers when they are in the field. Assists and serves others to meet their needs, with a focus on discovering those needs and the way to best meet them. Matches customer requirements to existing products and services and/or designs, develops, and customizes additional products and services. The term “customer” includes, but is not limited to, internal and external associates, peers, colleagues, external agencies, or anyone that the person is authorized, by position, to help. Takes personal responsibility for continuously raising the standard of customer service with guidance from the core principles of the Layfield “Promise to Serve” commitment and works closely with Sales, Production, Logistics and Supply Chain in the order fulfillment cycle.

This Customer Experience Representative position will be based out of our Vaughan, Ontario office.

How you will lead

Customer/ Account Manager Support:

• Handle telephone inquiries from customers regarding Layfield products
• Provide written and/or verbal price quotations for customers upon request
• Enter customer orders into Layfield’s ERP system (SYSPRO)
• Direct any internal documents required to process customers orders
• Provide service for walk-in customers, including product suggestions and payment processing
• Deal with existing and potential clientele in a technically competent and courteous manner
• Investigate callers requirements and quote prices when available from the Price Pages
• Refer custom or large inquiries to the Account Managers or Sales Managers
• Direct appropriate leads (large quantity/custom inquiries) to the appropriate Account Manager
• Ensure that product descriptions, samples and specification sheets are forwarded to customers when required
• Act as internal point of contact at Layfield for Account Managers
• Assist the Sales Team in finding new business opportunities.
• Advise delivery to customers as per production schedules/trucking schedules and follow up on committed delivery dates through Department Leads/Supervisors/Supply Chain
• Document quotes and conversations with customers and Account Managers in Maximizer
• Communicate issues pertaining to the Order Desk functions and requirements to the Customer Experience Manager
• Other special projects as assigned by Customer Experience Manager

What we look for

• Completion of related post-secondary education in Business / Sales or a combination of education and experience will be considered.
• 1-2 years of Customer Service experience working directly with customer inquiries within a Construction or Manufacturing setting.
• Proven problem solving and multitasking abilities.
• Driven, self-starter with excellent interpersonal skills.
• Able to work well within a team environment as well as individually.
• Able to handle multiple and rapidly changing priorities.
• High degree of competence in written and oral communication.
• High attention to detail.
• Intermediate to advanced Microsoft Word, Excel, and Outlook skills.

Why Layfield?

We support our employees in their quest for personal growth. Quality, excellence, and continuous improvement form the foundation of our relationship with our customers and are integral elements of Layfield’s products and services.

In addition, we have a strong company culture, rooted in family values, commitment, and high ethical standards.

Some of the vast rewards of working with us:
• Be a part of a fantastic team with extraordinary company culture all while protecting our communities, environment and building a greener world.
• Career advancement opportunities. We want you to grow with us!
• Committed to using and maintaining the best safety practices with the highest standards.
• Comprehensive Benefits Package (including medical, dental, vision, disability insurance, life insurance etc.)
• RRSP Contribution Matching Program
• Employee Assistance Program
• Vacation benefits