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Customer Service Representative

Posting Start Date: Jul 4, 2019

Location: St-Bruno, QC, 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 11,000 employees, who work in more than 90 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.

Job Responsibilities

Reporting to the Customer Service Supervisor and being part of the supply chain team (S&OP), you will have the following main responsibilities:


  • Ensure an exceptional customer service and be the link between the business partners (customers, sales, demand planning, production planning, production and shipping);
  • Enter sales orders to the system (SAP);
  • Coordinate all of the factors involved in inventory, delivery dates and order specifications;
  • Ensure a rigorous follow-up of orders in progress with the help of reports in order to be proactive with customers;
  • Maintain customer files ensuring contact and order information are kept up to date;
  • Handle customer complaints and/or questions and follow-up with appropriate internal personnel if needed;
  • Validate price accuracy.

Desired profile

  • Hold either a Bachelor's degree in Operations Management or a minimum of 5 years of experience in Client Account Management
  • Customer-oriented and rigorous;
  • Team spirit and great communication skills;
  • Able to work on various tasks at the same time while managing priorities as well;
  • Demonstrate great adaptability and be efficient under pressure;
  • Experience with the use of a manufacturing system (ERP), especially SAP (an asset);
  • Technical knowledge of the pulp and paper and / or packaging industry (an asset);
  • Knowledge of the transportation and warehousing logistics concepts (an asset);
  • Fully bilingual.

Core competencies defined for this job

Action-based focus

Active listening



Flexibility and ability to adapt


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.

Use of the masculine in our communications refers equally to both men and women.

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