A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Lapierre USA is the sales and service division of a premier maple sugaring equipment manufacturer located in Swanton, Vermont. The company sells equipment and supplies across the Northern United States through coordination with a team of dealers and sales representatives, supported by Administration, Shipping, and Service teams. We are seeking a Customer Experience Agent to work in our Swanton store. This individual will serve as a central communication hub and primary point of contact for customers, dealers, and other areas of the business. The ideal candidate must be an excellent communicator who can multitask, stay organized, and complete projects efficiently. As a member of the sales team, this role requires professionalism and a personable approach in person, over the phone, and through written and electronic communication to support our customer-oriented approach. This position reports to the Sales Manager of Lapierre USA. It is critical that this individual share and exemplify the organization's core values: Honesty, Respect, Accountability, Team Spirit, and Customer Orientation.
Key Responsibilities Customer support:
Respond promptly and professionally to customer inquiries, complaints, and feedback, helping direct each request to resolution either individually or through another team member.
Store support:
Assist customers in the store and over the phone with order placement, product selection, fulfillment, and invoicing while following all processes to ensure accurate inventory transactions and billing.
Lead development:
Document leads for new equipment and opportunities received in person, by phone, through the website, or by email, and forward them to the appropriate sales team member.
Sales support:
Assist dealers and the sales team with sales order generation from quotes, ensuring proper technical forms are completed and all information is accurate for processing by Shipping, Administration, and the Production Team in Canada. Provide support for product availability, part number, and pricing requests as needed. Provide general assistance with event and trade show registration and other projects that support sales growth.
Product pricing and availability:
Assist dealers, customers, and the sales team with product pricing inquiries, product availability, and updated delivery dates when necessary.
Sales order prioritization:
Work with Shipping, Administration, and Production teams to properly prioritize orders based on the needs of the sales team, dealers, and customers, with the goal of on-time delivery.
RMA processing:
Generate proper documentation for all returns from customers and dealers, and coordinate with Service and Administration teams for appropriate processing once items are returned.
Required Skills and Qualifications Experience:
Three years of demonstrated experience in customer service roles.
Education:
High school diploma or GED.
Software skills:
Proficiency in Microsoft Office; experience with ERP software is a plus.
Communication:
Strong verbal and written communication skills; ability to speak French is a plus.
Direct industry experience:
Experience making or producing maple syrup is a plus; any industry experience will be highly valued.
Attributes:
Excellent problem-solving skills, strong attention to detail, and the ability to adapt to a dynamic, fast-paced environment.
Physical requirements:
Ability to lift up to 50 pounds and sit or stand for extended periods of time as required. Salary and Benefits This is an hourly position with some overtime required from January through May and occasionally throughout the rest of the year. The hourly rate will vary depending on ability and experience, ranging from $20 to $24 per hour. 401(k) with company match. Health insurance available.
