Customer Care Representative

3 weeks ago

SaintLaurent, Canada Versacold Full time

VersaCold is a food-first supply chain company with one of North America’s largest cold chain networks. We're dedicated to ensuring the safety, quality and freshness of the food families eat. With 65 years of experience, we collaborate as entrusted partners to maintain cold chain integrity and deliver customized solutions to complex business challenges. The foundation of our culture is based upon The VersaCold Way demonstrating our commitment to health and safety, integrity, innovation, performance and collaboration.

We are a growing organization and currently looking for a passionate and motivated **Customer Service Representative **to join our winning team.

**Employment Type**:Full-Time

**Reports To**: Supervisor, Customer Service

**Shift** : Monday to Friday - 8:30 am to 5 pm

**Office/Facility**: Côte-de-Liesse, Ville Saint Laurent

***

Plays a lead role on the regional customer service team in scheduling customer appointments, data entry of customer order information, responding to customer inquiries, and liaising with facility operations teams through effective communication to coordinate shipments and provide exceptional service to customers.

**KEY RESPONSIBILITIES**
- Participates actively in promoting a culture where Health & Safety is the #1 priority.
- Schedules inbound/outbound customer appointments. Communicates expected lead times and accommodates exceptions where needed.
- Processes and inputs all customer orders, generates work orders and checks orders for special requests.
- Responds to custom requests regarding same-day shipping, tracing orders, month-end activities, and entering data into 3rd party systems.
- Communicates regularly with warehousing solutions team to share information concerning inbound and outbound shipments and ensure optimal service delivery. Keeps informed of warehouse capacities and restraints when communicating committed appointment times/dates.
- Ensures proper invoicing of accounts by identifying all services performed so they can be communicated to central billing.
- Liaises with the customer to address overages, shortages and damages (OS&D). Investigate and complete relevant paperwork.
- Works with Inventory Control to coordinate customer recall activities and other customer requests.
- Provides support/assistance during regulatory inspections. May be involved in coordination with CFIA inspector as required.
- May be involved in the setup of items in P2 under the direction of the supervisor or manager. Validates automatic charges in P2.
- Gathers data and information to assist in the preparation of KPI reports as required
- Operates within the Code of Business Conduct, company policies and procedures, and all statutes and legislation governing the workplace.
- Participates in other initiatives, projects and duties as assigned.

**KEY REQUIREMENTS**
- 1 year of experience in a customer service role in a logistics, transportation or warehouse environment
- College diploma or University degree is required
- Training or post-secondary courses in Customer Service an asset
- Bilingualism - English and French (Verbal and Written) required
- Working towards post-secondary education in Business, Warehousing Transportation, Operations Management, or related field an asset
- Personally demonstrates that external (or internal) customers are a high priority.
- Identifies customer needs and expectations and responds to them in a timely and effective manner.
- Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquires about customer satisfaction with products or services.
- Prioritizes work flow to ensure deadlines are met in a fast-paced environment. Adapts to shifting priorities.
- Detail-oriented with a high level of accuracy.
- Works effectively as part of a team.
- Proficient in Microsoft Office with an emphasis on Word, Excel and Outlook.
- Working knowledge of warehouse and/or transportation software systems, processes and procedures an asset.

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