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Bilingual Customer Service Representative

3 months ago

Anjou, Quebec, Canada Chemtrade Full time
**Job Description**:
**Portée du poste**

Le représentant ou la représentante du service à la clientèle (RSC) est la personne-ressource principale des clients, des transporteurs et des fournisseurs pour toutes les activités de soutien à la clientèle. Le ou la RSC a la responsabilité d'entretenir les relations avec les répartiteurs des transporteurs de manière à assurer la continuité de l'approvisionnement des clients de Chemtrade en produits et services. Le ou la RSC est également la principale personne-ressource chargée d'assurer la liaison entre les clients et les autres équipes interfonctionnelles au sein de l'entreprise de manière à satisfaire aux exigences des clients et à répondre à tout rapport de non-conformité d'un client, le cas échéant.

**Principales responsabilités**
- Planifier, surveiller et expédier les livraisons aux clients; travailler de concert avec les répartiteurs des transporteurs désignés de la commande jusqu'à la livraison.
- Communiquer tout retard ou changement affectant une commande au client concerné de manière à s'assurer que ses exigences sont toujours satisfaites. Au besoin, prévoir un transporteur secondaire ou remanier le calendrier des commandes de manière à répondre aux exigences du client en matière de livraisons.
- Veiller à ce que les bons de commande des clients correspondent aux modalités et aux barèmes de prix établis par Chemtrade. Transmettre une lettre d'accusé de réception de bons de commande à chaque client une fois par an.
- Maintenir une base de données sur les exigences des clients et s'assurer que celles-ci sont satisfaites. Faire en sorte qu'un rapport d'examen avant livraison est fourni avant la première livraison et révisé tous les trois ans.
- Notifier le superviseur ou la superviseure du service à la clientèle de tout problème ou incident important susceptible d'affecter les livraisons aux clients, de nuire à la sécurité, d'engendrer des retards de production ou de compromettre le rendement du transporteur, ainsi que de toute autre situation importante.
- Prendre les commandes (y compris assumer une part des responsabilités de garde partagées toutes les six semaines), organiser leur expédition et préparer toute la documentation requise (de la création de la commande jusqu'à la facturation).
- Adopter une démarche axée sur les pratiques exemplaires dans l'exercice de ses fonctions de service à la clientèle, communiquer ou signaler toute initiative visant à améliorer ou modifier les procédures actuelles au superviseur ou à la superviseure du service à la clientèle.
- Répondre aux demandes d'information ou de rapports des clients. Aider les clients à résoudre toutes les questions liées aux services (y compris les services techniques, les services d'assurance qualité et les services de gestion des ventes).
- Assumer la responsabilité des demandes des clients jusqu'à la conclusion de leur traitement par le personnel de Chemtrade à l'entière satisfaction du client; assurer le suivi de la demande auprès de son auteur initial chez le client de manière à s'assurer qu'il est entièrement satisfait de la réponse de Chemtrade.
- Signaler et gérer les non-conformités par l'intermédiaire du processus de signalement d'incidents et de problèmes de qualité pour les clients dont il ou elle a la charge; participer à toute enquête au besoin.
- Assister le superviseur ou la superviseure du service à la clientèle et l'équipe commerciale en tenant à jour les systèmes d'information sur les clients et en transmettant tout renseignement obtenu sur les activités des clients et de la concurrence.
- Assurer la coordination des transporteurs
- Organiser le transport (par camion et par train) des produits de manière à maintenir les stocks des clients. Assurer la liaison avec les transporteurs de manière à assurer la satisfaction des attentes en matière de niveau de service; surveiller le rendement des transporteurs relativement aux normes et aux critères de rendement établis; collaborer étroitement avec le secteur des opérations chez Chemtrade afin de détecter toute non-conformité.
- Maintenir la base de données sur le rendement des transporteurs et les livraisons; signaler tout incident aux chefs des secteurs des opérations et du transport pour qu'une enquête puisse être menée s'il y a lieu; consigner toute non-conformité selon les politiques et les procédures établies en vertu des normes ISO.
- Communiquer les commentaires sur le rendement des transporteurs à l'équipe responsable du transport.
- Veiller à l'exactitude de la documentation pour toutes les livraisons conformément aux normes et aux règlements sur le transport des matières dangereuses (TMD).
- Assister l'équipe responsable du transport en examinant les factures des transporteurs afin d'identifier les frais de surestarie et les frais acce