Position Overview:
The Customer Service Representative receives, processes and fulfils customer orders, with the highest possible level of efficiency and responsiveness.
Key Responsibilities:
- Input all new Sales Orders into JDE & email sales contract to customer for order confirmation
- Coordinate delivery schedule with sales and customer
- Coordinate with warehouse operations for truck arrangements
- Assist customers with routine problem solving such as order discrepancies, damaged product, late shipments, billing discrepancies, etc.
- Verify customer special requests are processed correctly
- Work closely with salespeople handling same customer base
- Develop relationship with counterpart at strategic customers
- Authorize logistics provider payments for accounting
- Create and maintain shipment files
- Track open order (SO) status
- Maintain familiarity with business, staff and customer
- Coordinate and ensure proper filing of local documentation and declarations as needed
- Collect shipping documentation such as trucking POD to prepare for invoicing customer
- Coordinate price book accuracy with sales
- Ensure prompt and accurate invoicing to customer
Key Skills & Qualifications:
- Familiar with chemicals distribution will be an advantage
- Knowledge of operations and key factors impacting an integrated supply chain process
- Familiar with country transportation regulations & requirements
- PC skills with an emphasis on spreadsheets and data base programs. Well versed in MS Office software – ie. Ms-Word, Ms-Excel and Ms-PowerPoint.
- Familiarity with enterprise management system like SAP or J D Edwards.
- Good communication & team work skills – oral & written
- Organization, analytical & prioritization skills – able to multi-task under time pressure.
- Proactive customer service mindset
- Ability to identify, drive and resolve issues with other groups proactively and effectively
Key Personal Attributes:
- Integrity – Conduct business with high ethical standards and be honest in all internal and external relationships
- Diversity – Encourage diverse opinions, respect ideas from all stakeholders, and cultivate a culture of mutual respect
- Effort – Demonstrate personal commitment through effort and investment in your work
- Accountability – Be responsible for your role and obligations in the organization
- Service – Provide exceptional service and honour commitments to our business partners
Accountability & Key Dimensions
- Customer Satisfaction Measures
- Orders Processed – quantity & quality (low error rate)
- Support level to sales team (for approved tasks)
- Relationship with key customer counterparts
Please note that this is a general description of the role and its requirements. The duties and responsibilities within this role may change over the course of employment at the employer's discretion.
