Customer Service Representative - Westward Parts

Location: Winnipeg, Manitoba

Date posted: Oct 07, 2021


This Customer Service Representative is a member of the Westward Parts Services Ltd. primary contact team for customers interested in the products we offer and will be required to handle a high volume of inbound and outbound calls as well as a high volume of online and fax orders. Working closely with other team members this role is responsible to provide an enjoyable customer experience by being the primary point of contact for our customers and assisting them in placing orders, responding to questions about price, availability, delivery, supersession information, returns and warranty as well as managing complaints, providing general information and all other information that the customer requires.


The following are the main job responsibilities and priorities

  • Deliver an enjoyable customer experience by following established customer service standards and processes as it pertains to First Call Resolution, Answer On Time, Outbound Follow Up Calls as well as all other primary contact team member Customer Experience Factors
  • Provide customers with updates to seasonal programs or changes in policies as required
  • Track and trace packages with multiple carriers
  • Assist customers in Showroom, take payment and restock shelves as required
  • Respond to phone, online and/or fax orders from customers efficiently and accurately; provide knowledge and assistance to customers on products, help to identify products, provide price quotations and ETAs, confirm and process orders and accounts payable information in the computer system
  • Work with customers and team members to find acceptable solutions to questions or concerns. Escalate concerns to supervisors or senior management as appropriate
  • Contribute to the strategic goals by creating a positive work environment that includes respect for others, open communication and a commitment to teamwork. Participate in team meetings and take part in training and other learning opportunities to expand knowledge
  • Other responsibilities as required and/or as assigned by the Operations Manager
  • Physical and Environmental Requirements
  • The standard schedule of work for this role is varied to accommodate the busy harvest season and may include the occasional weekend shift and/or alterations to the hours of operation
  • Own transportation required for on call work in season
  • Moving between office and remote work is a requirement
  • Hours of operation for this role are Monday to Friday beginning at 8:00am and ending at 5:00pm with a One (1) Hour Lunch Break and Two (2) Fifteen Minute breaks
  • Must be able to sit for long periods of time at a desk with computer and headset


Education and Experience:

  • High school diploma or equivalent
  • Experience with industrial, agriculture and spraying parts is an asset
  • 3 years retail experience or similar role

Skills and Knowledge:

  • Detail oriented with the ability to work in a fast-paced environment with constant interruptions
  • Strong verbal and written communication skills, as well as strong interpersonal skills
  • Excellent customer service, problem solving and conflict resolution skills, Exhibits a friendly, positive approach to providing an enjoyable customer experience and must be organized with excellent time management skills
  • Knowledge of agricultural, plumbing, spraying and liquid handling parts would be an asset
  • Computer skills and competence with MS office, as well as knowledge of internal computer systems
  • Willingness to learn and adapt to new products, processes and market conditions