Customer Service Representative

Job Description Summary

Key Responsibilities:

• Accurately enter orders and credit notes promptly.
• Prepare and verify invoices and bills of lading for shipments.
• Monitor priority orders to ensure they are delivered on time and in full.
• Serve as a liaison between sales, logistics, and other departments like credit, production, and planning.
• Collaborate with buyers (e.g., Walmart, Loblaws, Sobeys, Metro, Costco) and the Key Account Manager to manage backorders as needed.
• Investigate any fines related to short shipments for the credit department.
• Work closely with the shipping department.
• Process large volumes of data accurately when required.
• Provide timely support to assigned retail sales representatives.
• Coordinate with courier services to ensure timely delivery of purchase orders.
• Build and maintain strong relationships with key customers.
• Follow a regular customer call cycle to secure orders from assigned accounts.
• Meet key performance indicators (KPIs) as outlined by the manager.
• Assist in launching new products through effective communication.
• Monitor customer performance in terms of volume and product variety, providing regular feedback on issues and opportunities.
• Address customer inquiries and requests promptly.
• Perform additional duties as needed.

Success Factors:

• Achieve internal and external customer satisfaction and meet KPI targets.
• Be resourceful and capable of working independently on tasks.
• Show initiative and be a self-starter.
• Maintain strong attention to detail and accuracy.
• Demonstrate good problem-solving skills.
• Exhibit a professional and articulate telephone manner.
• Thrive in a fast-paced work environment.
• Understand the order process for the customer base.
• Knowledge of supply chain management is a plus.

Experience:

• At least 1 year of customer service experience in an office setting; experience with sales calls is a plus.
• Familiarity with data tracking systems is an asset.

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• Job ID / No. du Poste: 37169
• Open Positions / Postes Ouverts: 1