Customer Support Representative

Job Description

Description:

ABOUT SYNAPSE ITS

Uniting industry-leading brands?Polara Enterprises,?Carmanah Technologies,?Eberle Design (EDI),?Diablo Controls, and?Availed Technologies, Synapse ITS is a comprehensive “Intelligent Transportation Systems” platform of companies focused on increasing roadway safety, accessibility, and efficiency through innovative infrastructure. From intersections to highways, crosswalks to parking areas, Synapse ITS products leverage durable, dependable hardware alongside state-of-the-art software and data collection to provide agencies with smart solutions to complex transportation challenges.?

OVERVIEW

We're on the lookout for a tech-savvy Customer Support Representative who’s energized by delivering outstanding service and thrives in a fast-moving, solutions-focused environment. In this role, you’ll be the key link between our customers and internal teams—processing orders through our ERP system, managing accounts, and ensuring every interaction is seamless and professional. You'll provide accurate product and order information, troubleshoot issues, and handle everything from invoicing to warranty claims with confidence and care. Collaborating across departments to keep workflows on track, resolve issues efficiently, and provide timely updates on everything from order status to warranty claims. If you have a strong grasp of customer service best practices, enjoy using technology to streamline tasks, and working in a tight-knit team, we’d love to hear from you!

This is a permanent full-time role. It is in-person, requiring the successful candidate to be located in Victoria, BC. The salary range is $44,000-$48,000 plus an annual bonus targeted at 10%.Requirements:

YOUR PRIMARY RESPONSIBILITIES

Receive, process, and verify the accuracy of customer orders through the ERP system according to established policies and procedures.

Collaborate with the Production Department to maintain a consistent workflow by scheduling orders effectively.

Provide timely and accurate information to incoming customer requests regarding order status, product knowledge, pricing, availability, and delivery timelines.

Liaise with distributors, partners, and organizations via phone and email in a professional and enthusiastic manner.

Resolve and coordinate customer issues related to orders, warranty claims, delivery of products, and specialized shipping information.

Collaborate with the sales team to meet and exceed customer service expectations, including providing the sales team and management with reports as needed.

Work effectively within a small team while ensuring the highest level of customer service to both internal and external customers.

QUALIFICATIONS AND SKILLS

Highschool diploma or GED

A minimum of 2 years of experience in a customer support, customer service, or sales role, preferably in a high-tech or manufacturing environment.

Familiarity with processing orders through an ERP system.

Experience collaborating with other departments, such as Production, Purchasing, Shipping, and Sales, to ensure smooth order flow and meet customer expectations.

Exceptional communication and interpersonal skills.

Strong analytical and problem-solving skills to address customer inquiries and find effective solutions.

Experience collaborating with other departments, such as Production, Purchasing, Shipping, and Sales, to ensure smooth order flow and meet customer expectations.

Proficiency in inventory management software, enterprise resource planning (ERP) systems, and data analysis tools.

Proven ability to work independently and show good judgment in decision-making based on process guidelines and customer satisfaction requirements.

HOW TO APPLY

If this opportunity to work with an exciting organization appeals to you, please apply with your resume and cover letter. Additional information on this role can be found in the full job description.

This posting will remain open until noon PST, May 16, 2025.

We look forward to hearing from and connecting with you!

Synapse ITS believes that diversity is the cornerstone of excellence within our team and mirrors the community we serve. We warmly invite candidates of all genders, ethnicities, cultural backgrounds, sexual orientations, and abilities to apply. Committed to an accessible recruitment journey, Synapse ITS ensures a barrier-free experience. Should you be approached for a job opportunity, please reach out to if you require accommodations.

We thank all those who apply but only those applicants who are selected for an interview will be contacted.

Full-time