Customer Service Representative

20 hours ago

Greater Sudbury, 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**

Provides 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 products 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 and liaise regularly with various internal stakeholders including, Product Managers, Account/Sales Representatives, Territory Managers, and Supply Chain to provide effective customer support.

**Monday to Friday 8 am to 4:30 pm EST (40 hours / week)**

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, be aware of your surroundings

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

Order Entry and Invoicing
- Accept, enter and manage customer orders from order entry through to invoice issuance
- 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 & agree to corrective actions
- Ensure invoices to customers are issued in a timely and accurate manner
- Processing invoices from transportation providers and resolving any discrepancies effectively

Shipping Processes
- Create of Bills of Lading & delivery notes
- Coordinate with Distribution team and carriers for deliveries
- Maximize freight efficiency by utilizing trucks at highest loading levels

Inventory Verification and Reconciliation
- Perform inventory availability checks on sales 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 Supply Chain as needed to meet customer demand.

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

BEHAVIOUR COMPETENCIES
- Attention to detail is imperative
- Teamwork, customer service oriented
- Strong verbal and written communication skills
- Analytical thinking
- Self development, self confidence
- Interpersonal awareness and interpersonal skills
- Openness, honesty, and integrity
- Problem solving and conflict resolution skills
- Adaptability
- Strong organizational and time management skills
- Ability to positively influence others

PHYSICAL REQUIREMENTS
- Typical office work setting, moderate physical stress
- Occasionally required to work extended workdays specifically at month end / year end

**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

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