customer service representative - call centre

We're Hiring: Customer Service Representative Location: Brantford, Ontario Employment Type: Full-Time, On-Site Company: DK2 by Marlon | Marlon Brands | SnowBear by Marlon About Us DK2 by Marlon, Marlon Brands, and SnowBear by Marlon offer a range of products, including trailers, snowplows, outdoor power equipment, and related accessories. We are committed to providing quality products and dependable support to our customers and retail partners. As our business continues to grow, we are looking for a motivated, organized, and customer-focused Customer Service Representative to join our team at our Brantford, Ontario location. Position Overview The Customer Service Representative will play an important role in supporting customers and dealers throughout their experience with our products. This position focuses on managing customer inquiries, processing warranty orders and claims, providing product and assembly support, and preparing trailer registration documentation. The ideal candidate is a strong communicator with excellent attention to detail, good problem-solving skills, and an interest in learning about our products. They should be comfortable managing multiple responsibilities while ensuring customer concerns are handled professionally and efficiently. Key Responsibilities Customer Service & Inquiries * Respond to customer and dealer inquiries by phone and email in a timely and professional manner. * Provide accurate information regarding products, orders, warranties, replacement parts, and registration documentation. * Investigate customer concerns and work toward effective resolutions. * Maintain a positive and professional approach when handling challenging customer situations. * Follow up on outstanding inquiries to ensure customer satisfaction. Warranty Orders & Claims * Process warranty orders for replacement parts and products accurately and efficiently. * Receive, review, document, and process warranty claims in accordance with company policies and procedures. * Review claim details and supporting documentation to help determine the appropriate next steps. * Coordinate replacement parts, products, and related shipping arrangements as required. * Maintain accurate records of warranty claims, orders, customer communications, and resolutions. * Track outstanding claims and follow up to ensure timely processing. Product Support & Assembly * Provide customers and dealers with product information, troubleshooting assistance, and general technical support. * Assist customers with product assembly questions and explain assembly instructions clearly. * Help identify product issues and recommend appropriate solutions, including replacement parts or escalation when necessary. * Develop a strong understanding of company products, components, accessories, and assembly procedures. * Work with internal departments to address recurring product issues and improve the customer support experience. Trailer Registration Documentation * Prepare, process, and manage trailer registration documentation. * Ensure registration paperwork is completed accurately and contains the required information. * Review documentation for completeness and follow up on missing or incorrect information. * Assist customers and dealers with questions regarding trailer registration paperwork and required documents. * Maintain organized records of registration documents and related transactions. * Coordinate with internal departments and relevant parties to support the timely completion of registration requests. Administrative & Internal Support * Maintain accurate customer records and documentation within company systems. * Organize and manage multiple requests while prioritizing urgent customer needs. * Communicate and coordinate with sales, warehouse, shipping, and other internal departments. * Identify recurring customer concerns and communicate feedback to the appropriate teams. * Contribute ideas to impro