Customer Service Representative

4 months ago

Peterborough, Canada Ritz Plastics Inc. Full time

Reporting to the General Manager, the Customer Service Representative is responsible for acting as the primary point of contact for customers. The Customer Service Representative plays an integral part of our company and the individual fulfilling this role will require strong attention to detail, organization, exceptional written and oral communication, follow up and coordination with customers, taking orders, relaying shipping status and checking order status.

**Responsibilities include**:

- Relationship management through constant proactive customer contact, serve as primary contact for all communication with customers on issues relating to orders, invoicing, delivery and status of on time delivery of orders. Utilize all resources of the company (quality, operations and logistics) to assure a successful partnership.
- Coordinates with the General Manager, Manufacturing Manager, Production Manager, Scheduler and Shipping Supervisor on customer orders and shipment plans. Checks order status for customers in order to ensure on-time delivery and issues and delays are communicated in a proactive timely manner for resolution.
- Attending daily production meetings.
- Assist with quarterly, monthly and yearly internal and customer inventory.
- Coordinate monthly return of rejected parts.
- Complete and relay Advanced Shipping Notices (ASN’s) as required.
- Actively engage in the problem-solving process with customer and internal resources when issues arise. Assume responsibility for providing prompt, detailed and actionable information related to all phases of customer service.
- Ensure up-to-date, accurate customer records including orders, acknowledgements, contacts, and reporting.
- Enters customer releases and orders into our ERP system to meet customer requirement dates and assure accuracy, consults with operations on delivery dates and sends customer acknowledgements. Contacts customer regarding any discrepancies with the initial orders and communicates potential issues or on time delivery and status.
- Other duties as assigned.

**Qualifications, Skills and Knowledge**
- College diploma in associated field such as logistics, administration or equivalent experience.
- Previous experience in a customer service-related position would be an asset.
- Previous experience with ERP systems, EDI or CERS would be an asset.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Ability to function well in a high-paced and at times stressful environment.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Proficient with Microsoft Office

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift

**Education**:

- DCS / DEC (preferred)

Work Location: In person

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