Customer Success Representative

About SUNPAN

SUNPAN is a rapidly expanding global furniture brand known for designing high-quality, fashionable furnishings for both commercial and residential environments. Partnering with renowned designers and suppliers worldwide, we source premium materials and contemporary designs. As a trade-exclusive company, we serve as a trusted partner to interior designers looking for timeless furniture pieces across dining, bar, living, bedroom, outdoor, and accent categories.

Our workplace has earned the Great Place to Work certification for five consecutive years, reflecting our commitment to fostering a creative and supportive atmosphere. We invite passionate professionals to join our wide-ranging teams and build fulfilling careers.

Role Overview

The Customer Success Representative (CSR) will oversee customer account management, order processing accuracy, and delivering superior customer service through all stages of the client relationship. Responsibilities include addressing inquiries via phone, email, and other platforms, ensuring customer needs are addressed professionally, quickly, and with care. This position is pivotal in maintaining precise account records, problem-solving issues, and working collaboratively with internal departments to guarantee a smooth customer experience.

Key Duties

• Manage and maintain customer accounts within specified territories.
• Respond swiftly and professionally to all incoming communications such as calls and emails.
• Accurately and efficiently process customer orders.
• Monitor order progress to meet customer expectations and delivery deadlines.
• Track orders from placement through fulfillment, proactively coordinating with the warehouse to resolve delays.
• Follow up on backorders and any pending order updates.
• Manage payment collection including credit cards, wire transfers, and cheques.
• Address and resolve customer complaints and conflicts with patience, empathy, and professionalism.
• Examine account details to ensure data accuracy and completeness.
• Collaborate effectively with cross-functional teams as required.
• Perform other tasks as assigned by the Customer Service Manager or management.

Candidate Profile

• At least 3 years of experience in customer or client service roles.
• Familiarity with order management is advantageous.
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication abilities.
• Strong interpersonal skills, capable of fostering positive customer relationships.
• Highly ordered and able to juggle multiple responsibilities simultaneously.
• Detail-oriented, proactive, and efficient in planning and task execution.
• Customer service focused with strong attention to detail.
• Comfortable operating in a fast-paced work setting.
• Experience with SAP is a plus.
• Enthusiastic, positive mindset with a collaborative approach and solution focus.

Compensation and Benefits

Offered salary ranges between $52,000 to $55,000 base yearly pay plus a monthly sales bonus as per the bonus plan. Overall compensation could range from $60,000 to $70,000 annually.

• Generous paid time off including vacation, personal days, sick leave, and birthday off.
• RRSP matching to support future financial planning.
• Health spending account providing flexibility for personal wellness needs.
• Comprehensive extended health care including medical, dental, vision, and paramedical coverage.
• Exclusive employee discounts on products.
• On-site parking facilities (where applicable).
• Recognized as a Certified Great Place to Work for four consecutive years.
• Team building and social events to encourage community growth.

Diversity and Accessibility

Sunpan Trading & Importing Inc. commits to being an equal opportunity employer valuing diversity as a strength. We uphold fair and accessible hiring processes in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Applicants requiring accommodations during any stage of the hiring process are encouraged to notify us beforehand to arrange for reasonable accommodations in consultation with our HR department.