Bilingual Customer Support Coordinator

2 months ago

Toronto, Canada Chemtrade Full time

**Job Description**:
**Position**:Bilingual Customer Support Coordinator (English/French)

**Primary Location**:Toronto, Ontario, Canada

**Schedule**:Hybrid work based out of the Toronto Office

**Reports To**:Customer Service Supervisor

**Compensation**:_ _**_$55,000-$60,000 CAD plus bonus & benefits_
- Salary ranges are determined by role, level, and location. The range reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job related skills, experience, and relevant education or training. More specific salary range for your preferred location can be discussed during the hiring process. Please note that the compensation details listed reflect the base salary only, and do not include bonus, benefits, pension contributions or additional incentives._

Chemtrade is committed to delivering innovative solutions that address the complex challenges faced by our customers. As a responsible corporate citizen, we prioritize safety, sustainability, and environmental stewardship in all aspects of our operations. Our talented and diverse workforce is at the heart of our success, as we recognize that their knowledge, skills, and dedication drive our ability to deliver exceptional products and services. At Chemtrade, we believe in creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. By putting people at the center of our operations, we build strong connections, nurture innovation, and create a fulfilling work experience for all.

**About this Role and About You**

The Customer Support Coordinator is the primary contact for customers, carriers, and suppliers for all Customer Service activity. CSC is responsible for maintaining carrier dispatcher relationships to ensure product and service continuity to Chemtrade customers. CSR is also a primary contact to liaise between customers and other cross functional teams within the organization to meet customer requirements, and address any customer non-conformances.

**Qualifications**
- Fully French/English bilingual in both spoken and written communications
- Bachelor degree in business OR equivalent of education and/or experience would be considered
- 2 years experience in customer service. Supply chain related function preferred.
- Order entry experience
- CSCs will be required to be on call on a rotating basis in order to support the business in other regions and time zones
- Must be comfortable in a hybrid setting
- Computer proficiency; MS Office Suite
- Experience with SAP or other ERP system an asset
- TDG certificate an asset.

**Responsibilities**

Key responsibilities of this position include:
**Customer Support - 70%**
- Provide excellent customer service to internal and external customers
- Probe to identify customer needs and requirements
- Receive orders, arrange carriers and complete paperwork (from order creation through invoicing).
- Enter and schedule orders, monitor and expedite deliveries to customers
- Work with the designated carrier dispatchers from order to delivery
- Ensure customer purchase orders match Chemtrade pricing terms and conditions
- Send PO acknowledgement to customer upon receipt of PO
- Adjust order schedules and carriers to meet the customer delivery requirement as needed
- Communicate order changes to the customer to ensure acceptability and alignment with requirements
- Maintain customer requirements database and ensure that requirements are met
- Ensure a PDI is available before first delivery and revised every 3 years
- Ensure FDI/PDI is completed within the parameters set for each form. Obtain appropriate approvals by Technical Services (for PDI) CS Management (for FDI)
- Adhere to risk and compliance processes and policies
- Communicate any incidents to Operations & Transportation Managers for investigation;
- Report Non-Conformances to log as per ISO policies & procedures
- Initiate and manage non conformances through incident and quality reporting for all assigned customers; participate in any investigation as appropriate
- Facilitate customer inquiries and/or reporting requirements. Assist customer on all service issues (including tech service, quality, sales management, etc.).
- Communicate issues/incidents affecting customer deliveries, safety, production delays or carrier performance to appropriate stakeholders
- Update SAP/S4 contracts as necessary
- Research invoices discrepancies for Accounting, Customers and Sales
- Facilitate customer inquiries and/or reporting requirements
- Assist customer on all service issues.
- Take ownership of customer inquiries until resolved. Follow up with customer to ensure satisfaction with Chemtrade's response
- Liaise with 3rd party suppliers to fill customer orders
- Research invoices discrepancies for accounting, customers and sales
- Assist the Customer Support Supervisor and the Commerci

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