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Customer Service Representative

Posting Start Date: Jun 24, 2022

Location: St-Bruno, QC, CA

Company: Cascades

Your challenge!


Under the supervision of the Customer Service Supervisor, the Customer Service Representative is responsible for ensuring that all incoming calls, emails and orders are handled promptly and efficiently into daily operations to ensure the delivery of exceptional customer service.


  • You will enter orders and document customer files in accordance with procedures, rules and standards.
  • You resolve any order issues or changes by working with key stakeholders.
  • You initiate the creation of material delivery documents in order to respect the capacity of your business partners to meet the demand.
  • Finally, you provide superior service to all your customers and suppliers by offering them personalized solutions that target their needs and guarantee their satisfaction in order to maximize sales and profitability of the company. 


Pourquoi travailler chez Cascades


  • Work environment focused on sharing knowledge and valuing individual and team successes.
  • Profit sharing;
  • RRSP and group insurance with a large employer contribution;
  • Personal computer equipment purchase program;
  • Work-family balance (telecommuting, flexible hours);
  • Employee Assistance Program (EAP);
  • Training Centre;
  • Long-term career management plan;
  • Many other Cascades benefits!

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 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


#revealyourpotential #LifeAtCascades


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 women and men.


About Cascades


To be part of Cascades is to reveal the full potential of materials, people and ideas. We are source of possibilities.
Since 1964, we have been providing sustainable, innovative and value-creating solutions in packaging, hygiene and recovery.

Join 12,000 women and men working in a network of more than 90 operating units located in North America and Europe. 

Job Segment: Customer Service Representative, QC, ERP, SAP, Customer Service, Quality, Technology