Customer Service Representative (Contract)

Your challenge!

Reporting to the Customer Service Supervisor, the  Customer Service Representative’s mission is to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service. You enter orders and document customer records in accordance with established procedures, rules and standards. You resolve any problems or order changes by collaborating with key stakeholders. You initiate the creation of material delivery documents in a way that respects your business partners' ability to meet demand. Finally, you provide a high-quality service to all your customers and suppliers by offering them customized solutions that target their needs and guarantee their satisfaction in order to maximize Cascades’ sales and profitability.

Individual responsibilities

Accountable

• Ensure fast and efficient handling of the need or order so as to satisfy the customer or supplier
• Follow up on the order or need, from handling to delivery or conclusion

 

Responsible

• Perform real-time order entry and apply customer service procedures and standards
• Document your customer or supplier files based on customer service processes and business rules
• Create and maintain professional relationships with your customers and business partners
• Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary
• Establish the level of an order or break down orders or needs in accordance with business rules
• Validate the status of orders or material supplies and communicate it to customers or suppliers
• Place orders according to customer consignment and replenishment inventory levels
• Apply discounts and surcharges as required
• Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status
• Ensure the accuracy of prices and order data, or customer or supplier material supply in the system
• Initiate the creation of order delivery documents in compliance with the capacities and coordinate shipments and transport usage in an optimal and economic way
• Update customer on inventory status, delivery dates and other specific material order or supply requirements.
• Manage backorder processing, in accordance with guidelines
• Create returns (follow up on the order or need, from handling to delivery or conclusion)

Experiences and strengths

• DEC (college diploma) in administration and/or operations management or equivalent experience
• 2 to 5 years of relevant experience in a manufacturing sector
• Proficiency with various computer tools including Microsoft Office and SAP
• Proficiency in French and English that allows you to express yourself clearly and concisely
• Ability to act and react quickly while working on a number of files at the same time
• Collaborative spirit needed to work closely with all team members
• Customer-centric approach and excellent communication and listening skills
• Ability to work independently
• Ability to adapt quickly and a high level of agility in order to respond to the various stakeholders’ needs
• Ability to develop a deep understanding of the operational context, customer businesses and Cascades' value proposition
• Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment
• Ability to multi-task and provide multi-service support (phone, email, online systems)
• Exemplary rigour in carrying out your responsibilities

Core competencies defined for this job