Cust. Serv. Rep II
Date: May 20, 2025
Location: Edmonton, AB, CA, T5S 0C4
Company: Dorman Products
Founded and headquartered in the United States, Dayton Parts has for over a century supported the commercial vehicle market to boost driver uptime by combining the largest selection of parts with the deepest levels of service, engineering, and innovation. Today, we have more than 3,500 employees across 29 different locations, with a family of brands that also includes Dorman and SuperATV. Publicly traded under the stock ticker DORM, reaching a revenue of $2 billion in 2024.
Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.
Job Summary
As a Cust. Serv. Rep II, you will play a vital role in ensuring customer satisfaction and maintaining the company's reputation for excellence. This full-time position involves engaging with customers to address their inquiries, resolve issues, and provide top-notch support. Join our team to contribute to a positive customer experience through proactive communication and problem-solving skills.
Primary Duties
- Assist customers with inquiries via phone, email, and chat, ensuring timely and effective resolution of issues.
- Provide information about products and services, guiding customers through the purchasing process and addressing any concerns.
- Document customer interactions accurately in our systems, maintaining comprehensive records of inquiries and resolutions.
- Collaborate with other departments to escalate issues when necessary, ensuring a seamless customer experience.
- Identify opportunities for process improvements and deliver feedback to enhance service delivery.
- Participate in training sessions to stay updated on product knowledge and customer service techniques.
- Maintain a positive and professional demeanor while managing challenging customer interactions.
Qualifications
- Excellent communication skills, both verbal and written, with a strong customer-focused approach.
- Proven ability to handle customer complaints with empathy and professionalism.
- Strong problem-solving skills and a keen attention to detail.
- Ability to multitask in a fast-paced environment while maintaining quality service.
- Familiarity with customer service software and tools is a plus.
- Ability to work collaboratively in a team environment while being self-motivated and proactive.
Education / Experience
High school diploma or equivalent required. Relevant experience in customer service or an equivalent role is preferred. On-the-job training will be provided to help you succeed in this position
This individual must be bilingual - Canadian French and English
Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V.
Job Segment:
Customer Service Representative, Engineer, Customer Service, Engineering