Share this Job

Customer Service Representative

Posting Start Date: Jun 15, 2022

Location: Calgary, AB, CA

Company: Cascades

Your challenge!

Reporting to the Customer Service Manager, the CSR must have strong customer service skills, ability to effectively multi-task, and maintain professionalism at all times while working to impact objectives. The CSR works with multiple departments within the company, including clients, distribution, and our sales team to handle end-to-end transactions. In this position, you build an ongoing professional relationship with clients and provide world-class customer service. 

Individual responsibilities

Customer Service Representatives handle the following on a day-to-day basis: 

  • 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
  • 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 allocations/business rules and SOP demand plan
  • 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
  • Plan order deliveries within capacity and coordinate shipments and transportation usage in an optimal and economical manner
  • Coordinate inventory status, delivery dates and other specific material order or supply requirements
  • Manage backorder processing, in accordance with guidelines
  • Create returns (virtual and physical)
  • Close past orders that are still open

Experiences and strengths

  • Post Secondary Education considered an asset 
  • 5 years of relevant experience in a manufacturing sector
  • Proficiency with various computer tools including Microsoft Office and SAP considered an asset
  • Proficiency  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)


Core competencies defined for this job

Flexibility and ability to adapt
Active listening
Action-based focus


#revealyourpotential #LifeAtCascades

Cascades believes in the success of an inclusive organization that values diversity within its team. It will fairly consider all those qualified for this position. The use of the masculine in our communication refers to both women and men.


Job Segment: Customer Service Representative, ERP, SAP, Supply, Customer Service, Technology, Operations