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Senior Customer Service Representative

Posting Start Date: Jan 12, 2023

Location: Richmond, BC, CA

Company: Cascades


Founded in 1964, Cascades produces, converts and markets packaging and tissue products that are composed mainly of recycled fibers. The Company employs 10,000 employees, who work in almost 80 production units located in North America and Europe. With its management philosophy, half a century of experience in recycling, and continuous efforts in research and development as driving forces, Cascades continues to deliver the innovative products  that customers have come to rely on.



The Containerboard Packaging Group, a division of Cascades, is the largest containerboard producer in Canada, and is also a top converter of corrugated products in the country. The Group manufactures a wide range of products made from recycled fibres for its North American customers in the food, beverage and consumer products sectors, among many others. The Division, which employs close to 3,400 people, owns six containerboard mills and nineteen corrugated products plants in Canada and the United States.

Your challenge!

Reporting to the Customer Service Supervisor, the Senior 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 plan deliveries by coordinating inventory status and shipments of orders or material offers in a way that respect 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


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 Sand OP 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)

Perform the VA14L daily

Close past orders that are still open

Experiences and strengths

DEC (college diploma) in administration and/or operations management or equivalent experience

5 to 10 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

Flexibility and ability to adapt
Active listening
Action-based focus

Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.



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