Customer Service Representative

7 days ago

Delta, Canada Orica Canada Full time

**About Orica**

At Orica, it’s the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.

It’s an exciting time to join us - we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.

**About the role**

To provide superior customer service and support by efficiently and accurately executing the sales order process from order receipt through to invoicing.
You are the main point of contact for a specific customer base and responsible for entering sales orders, scheduling & coordinating logístical requirements to deliver Orica products to customers and invoicing.
Invoices to customers are to be issued timely, accurately, discrepancies resolved, and customer’s needs are met effectively.

CSTs are also a point of contact for customers requesting information on product specifications, hazardous material data, and various other requests whereby support will be provided to you by the Product Managers and / or Commercial Representatives.
CSTs maintain strong working relationships with Product Managers, Account/Sales Representatives, Territory Managers, and Inventory Coordinators in order to provide effective customer support and service.

**What you will be doing**

**Safety, Health & Environment**
- Support company wide goal of Safety, Health & Environment
- Compliance with Safety Charter and immediate reporting of any accidents, injuries or incidents
- Participate regularly in monthly safety meetings
- Always work safely

**Customer Relations and Communication**
- Establish, maintain and enhance long-term relationships with customers (internal and external)
- Act as liaison between Orica, its clients and integral service providers such as transportation companies to ensure the best possible outcomes are achieved
- Provide appropriate response time to customers meeting departmental goals
- Inform Territory Managers and Account Representative of any situations with customers and customer intel

**Order Entry and Invoicing**
- Accept, enter and manager customer orders from order entry through invoice issuance
- Anticipate and respond to customers’ needs, concerns, or questions to meet/exceed expectations
- Ensure Orica processes and procedures are executed consistently and efficiently, balancing customer satisfaction with Orica’s best interest
- Review customer requests and concerns and agree to corrective actions
- Ensure invoices to customers are issued in a timely and accurate manner
- Approval of invoices from transportation providers resolving any discrepancies effectively

**Shipment Processes**
- Generation of Bills of Lading including preparation of loading sheets
- Coordinate with Orica shipping and carriers for deliveries
- Maximize freight efficiency by utilizing trucks at highest loading levels
- Track order fill rates for weekly short shipment reporting

**Inventory Verification and Reconciliation**
- Perform inventory availability checks for orders to ensure on time and in full targets are met.
- Provide technical referrals and reduce customers’ lead time through product substitution recommendations utilizing Orica’s technical resources to identify appropriate product replacements.
- Work with Inventory Coordinators to meet customer demand.

**What you will bring**
- Business / Office Administration or equivalent work experience
- Minimum of 5 years experience in customer service activities
- Ability to analyze computer generated business and financial reports
- Ability to prioritise and perform multiple tasks
- Computer software proficient (SAP, Outlook)
- Ability to work in a fast-paced environment

**Role dimensions**
- Typical office work setting
- Moderate physical stress
- Occasional long hours requiring ability to work flexible hours and extended workdays at month end / year end
- Monday to Friday 8 am to 4:30 pm (40 hours / week)

**How you shape and influence others**
- Demonstrates courage, resilience and flexibility
- Strong reputation for integrity, ethics, personal values and solid character
- Solid interpersonal & communication skills
- Self-aware and open to feedback
- Work effectively across teams
- Able to work independently with only targeted supervision
- Productive without compromising quality
- Highly reliable and motivated to excel

**What we offer**

As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.

You will be paid a competitive salary, learn from talented indivi

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