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Careers

Customer Service Representative

Sim

Posted Nov 28 - Toronto

Position Summary:

The CSR is the major customer contact during the management of the deal’s implementation. Assesses client needs regarding equipment shipping and receiving ensuring they are met in an accurate and timely manner. Develop long-standing and profitable customer relationships, utilizing company inventory and resources to maximize return. Work co-operatively with internal staff from start to completion of all projects to ensure customer satisfaction and promote repeat business.

Primary Duties and Responsibilities:

• Prepare orders, issue quotes, get approvals, source equipment as necessary, track and reconcile orders
• Fulfill customer deal requirements as per the deal memo ensuring exceptions are forwarded to Sales for approval
• Manage documentation accurately and comprehensively
• Communicate relevant deal information to PS staff
• Ensure that accounts are processed and that billing is completed accurately in a timely manner
• Maintain continual knowledge of work order status
• Communicate with Rental Coordinator (RC) to discuss order management
• Address customer complaints, communicating same immediately to management and Sales as applicable
• Work in cooperation within team and other Departments
• Utilize company inventory and resources to maximize return on investment
• Provide customers with 24 Hour, 7 days a week service
• Maintain and establish relationships as applicable with local production people and other suppliers
• Contribute to the improvement of PS activities and processes Ensure accuracy of completed billing on a timely basis
• Assist Sales Department with post mortem information on all projects as appropriate
• Participate in on-call rotation
• Other tasks as required or assigned

Qualifications:

Knowledge, Skills, and Experience:
• Good working knowledge of Lighting, Grip, Cable, Generator and Specialty equipment
• Excellent oral and written communication skills (especially telephone skills)
• Minimum of 2 years’ experience in the film industry, specializing in Lighting, Grip and Cable equipment of which 1 year should be as a RC
• Extensive knowledge of Microsoft office and database systems; preferably experience with RentalWorks
• Problem solving, troubleshooting and negotiating skills
• General understanding of electricity (Voltage, Amps, Frequency), as it relates to the inventories carried
• Knowledge of equipment inventories
• Ability to work as a team player in a structured environment under stressful conditions
• Attention to detail and record keeping
• Ability to service clients 24 Hours a day, 7 days a week
• Even temperament, respectful disposition
• Knowledge of on-set protocol

Contacts:

• External Contacts: Production Manager (PM), Production Coordinator, Gaffer, Grip, Best Boys, Genie Operators, etc.
• Internal Contacts: CSRs, RCs, Sales and Floor Manager to ensure that customer requests, billing and issues if any, are being facilitated and resolved

Job Complexities:
• Interpret incoming client lists for accuracy and completeness and conform to PS terminology when required
• Ensure the RC and Floor Manager fully understand client requirements Ability to converse with client under sometimes adverse circumstance
• Maintain good communications with other CSRs, RCs and Department Heads
• Ability to deal with industry expectations, time sensitivities and pressures

Working Conditions and Physical Effort:
• Work is normally performed in a typical interior/office work environment
• Some physical effort required (i.e. some lifting of supplies and material)
• Long hours sitting and using office equipment and computers
• Some exposure to warehouse environment
• At times work hours can be excessive

How to apply for the job

Please submit a resume and cover letter to HR@siminternational.com and reference “Customer Service Representative” in the subject line.


Equal Opportunity & Accommodation

Sim is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran’s status or any other basis protected by law.

Sim is committed to providing accessible employment practices that are compliant with local legislation. Applicants requiring accommodation for disability during any stage of the recruitment process are encouraged to advise accordingly.

Company Profile

Sim is a leading supplier of studios, production equipment, workflow/dailies and post-production solutions. With offices spanning North America, Sim's team and services have supported features such as "Deadpool" and Oscar-winning documentary, "OJ: Made in America," and hit series "Game of Thrones," "Mr. Robot," "Stranger Things" and "Handmaid's Tale." Sim Studios supports TV series, feature films and commercial productions with over 400,000 square feet of first-class studio and production facilities in Vancouver. Sim Lighting & Grip provides services and equipment from hubs in Vancouver and Toronto; Sim Camera provides rental equipment and support from hubs in Los Angeles, Vancouver, Toronto, Northern Ontario and Atlanta. Sim Post provides an array of services from workflow/dailies, to online and offline editing, to final color/DI and visual effects, to sound editorial and mixing. Sim Hollywood is located in the former historic Eastman Kodak building, and provides the industry's only camera-through-post services venue. Sim is backed by Toronto-based investment firm Granite Partners. For more information, visit siminternational.com or visit us on Facebook, Instagram, Twitter and LinkedIn @simcomplete

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