Customer Service Representative (Prime Design)

The posting

Ranger Design is seeking a dynamic and customer-focused Customer Service Representative to join our team, supporting Prime Design, a leading provider of ladder racks and upfitting solutions. Operating within the commercial vehicle and fleet solutions industry, Ranger Design and Prime Design help tradespeople, service fleets, and transportation professionals maximize vehicle safety, organization, and productivity. This role will initially focus on supporting Prime Design operations, with planned progression to develop expertise across both brands, contributing to a collaborative team dedicated to delivering exceptional customer experience and industry-leading solutions.

As a Customer Service Representative, you will be the first point of contact for our customers, providing timely and effective support through phone and email communication. Your role will involve addressing inquiries, resolving issues, and ensuring positive customer experience. Strong communication skills, a professional attitude, the ability to work collaboratively with others, and strong multitasking skills to effectively manage competing priorities are essential for success in this role.

MAIN RESPONSIBILITIES:

Under the Customer Service Manager’s supervision, you will be responsible for the following:

· Handling incoming and outgoing customer service inbound calls and emails, while delivering timely and accurate support to ensure excellent customer satisfaction.

· Resolving customer product and service issues by identifying root causes, determining and communicating appropriate solutions, coordinating corrective actions, and ensuring timely resolution.

· Initiating, processing, and following up on Return Material Authorizations (RMAs) to ensure efficient and accurate resolution.

· Processing estimates, orders, order verification, applications and requests. Includes reviewing, entering and validating customer orders, replying with order verifications, and processing credit card orders.

· Demonstrating strong technical skills with the ability to interpret product specifications, vehicle configurations, and technical drawings to accurately support customer inquiries, quote preparation, and order processing.

· Attracting potential customers by answering product and service inquiries, suggesting information about other products and services including other Work Truck Group brands.

· Managing customer complaints and issues by maintaining accurate database records ensuring timely follow-ups.

· Handling incoming leads, conducting outbound calls to address their questions, and converting them into potential business opportunities.

· Identifying opportunities for process and service improvements to enhance customer experience and operational efficiency.

· Maintain a high level of professionalism while fostering positive rapport with each customer.

· Other duties as assigned.

Requirements

POSITION REQUIREMENTS:

· Minimum of 3 years of experience in a similar role.

· Bilingual proficiency in both oral and written French and English is required.

· Experience working with Salesforce (CRM) and Syteline (ERP) systems.

· Strong technical aptitude, including the ability to interpret technical drawings and vehicle specifications.

· Excellent analytical, quantitative reasoning, problem-solving, creativity, and strategic skills.

· Strong interpersonal and communication skills.

· Proficiency in Microsoft Word, Outlook, Excel, and PowerPoint.

· Comfortable working in a high-volume environment.

· Demonstrated ability to prioritize tasks and manage time efficiently.

· Effective collaboration and teamwork with other departments is essential.

· Professional and tactful demeanor.

· Occasional travel to Minnesota will be required during the onboarding phase for training purposes, followed by periodic visits as needed to support ongoing collaboration, training, and business objectives.

Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the nature of the business and the need to interact with US sites, clients and customers.

If you have the above-mentioned qualifications and are interested in this position, please send your resume (mentioning the job title) to [email protected].

Candidates for this position must be legally entitled to work in Canada, hold a valid passport for entry into United States, and will be required to show proof as such. Ranger Design does not sponsor work permit applications.

The preferred location for this role is Ranger Design’s Head Office in Montreal; however, qualified candidates located in Eagan will also be considered.

All requests will be treated confidentially.

We thank all applicants for their interest, but only those selected for an interview will be contacted.