Customer Service Representative-Sales Operations

At KI, we believe knowing our customers helps us serve them better. We listen. We observe. We understand that each customer has unique needs. So, we pride ourselves on helping our customers make smart furniture decisions by offering expert advice, design options and personalized solutions.Since 1941, we’ve positioned KI as the furniture company that best understands the furniture industry and is committed to providing customers with the smart solutions. By targeting specific markets with solutions for business furniture, university furniture, educational furniture, healthcare furniture and government furniture, we can quickly respond to our customers’ unique needs – including the choice to procure furniture according to what fits their ordering and fulfillment process. That’s why we say we offer far more than furniture. We’re Furnishing Knowledge.

POSITION HIGHLIGHTS

TITLE

Customer Service Representative

DEPARTMENT

Customer Service KI Canada

LOCATION

Pembroke

REPORTS TO

Customer Service Manager

DIRECTLY MANAGES

None

EXEMPTION STATUS

Exempt

DATE CREATED

02/05/19

DATE OF MOST RECENT UPDATE

09/20/2023

POSITION OVERVIEW

This on-site position is held within the Canadian Customer Service Team (located in Pembroke, ON), with roles responsibilities including and not limited to, order intake, providing administrative assistance, order entry, BPCS quoting, and other duties as required.

Order Processing:

• Enter both Inter-company and customer orders. Print Greenbar and give to appropriate CSR for auditing. 
• Scan acknowledgements, PO’s and any other relevant documentation into Metaviewer for archival purposes.
• Working with sales reps to resolve customer/product issues.

Customer Service Support:

• Backup for CSR’s on an as needed basis.
• Perform Espec quoting.
• BPCS quoting in order to produce accurate costing and margin reports.
• Document filing and document/report maintenance.
• Participate in Sales Operations team huddles, department meetings, and company meetings. 
• Participate on cross-functional teams.

Invoicing and Finance Support

• Analyze weekly invoices and note any Sample orders and any COQ orders to ensure correct coding and then forward to Corporate A/P.
• Mailing of daily invoices for KICI.
• Analyze Livingston’s weekly invoice for duty and brokerage charges and note any Sample orders, COQ or KI Pembroke plant orders to ensure correct coding and then forward to Corporate A/P.
• Process KICI related expenses, enter, code, get approval and then forward to Corporate A/P for payment.

Other:

• Other tasks and responsibilities as needed.

QUALIFICATIONS

Category

Requirements

EDUCATION

Diploma or Degree in Business Administration or related field

EXPERIENCE

• Minimum two years customer service experience

CERTIFICATIONS/

LICENSES

• CAD/CET experience would be an asset

KNOWLEDGE/

SKILLS/

ABILITIES

• Computer proficiency especially MS Office
• Professional etiquette and work ethic
• Positive attitude
• CAD skills and experience (assets)
• Strong organizational skills
• Highly flexible – able to adjust quickly in dynamic fast paced environment
• Able to work both independently and as a team player
• Possesses excellent time management skills
• Energetic, motivated to continue to increase product knowledge
• Confident in making sound decisions
• Effective communicator with customers, peers, as well as all levels of management utilizing tact, diplomacy, and professionalism at all times

OTHER SPECIAL (NON-PHYSICAL) REQUIREMENTS

• N/A

WORKING CONDITIONS

Category

Requirements

TRAVEL

• None

PHYSICAL DEMANDS

• Ability to sit up to 80% of time

WORK

ENVIRONMENT

• Open concept office environment

Please note this job description is not designed to cover or contain a comprehensive listing of functions or responsibilities that are required of the employee for this job. Functions and responsibilities may change at any time with or without notice.

KI is an Equal Opportunity Employer.

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