Customer Service Representative

3 weeks ago

Toronto, Canada Canada Building Materials Full time

**WELCOME TO VCNA**

We are Votorantim Cimentos North America (VCNA).

As the North American operations of Votorantim Cimentos, a global building materials and sustainability solutions leader in 11 countries, we are helping to make a positive impact and are transforming our world. We have a culture built on solid partnerships, long-lasting relationships, and opportunities for those who want to learn, grow and be part of a diverse and dynamic culture.

With solutions that include cement, ready-mix concrete and aggregates, we help to build homes, highways, hospitals, buildings, bridges, and schools across the Canadian and U.S. Great Lakes region and Northeast United States. Our commitment to excellence can be seen in those who invest and believe in what we do, those who share their lives with us, those who trust in our deliveries and those committed to innovation and a sustainable future.

Every day, we have the chance to accomplish something new and you're invited to be part of it.

**WHAT IS THE OPPORTUNITY**?

This is an entry level position and the as a **Customer Service Representative**, you will receive and document all incoming concrete orders from customers in the Toronto region including, Newmarket and Whitby in an efficient manner while maintaining high levels of customer satisfaction. Handle all customer service issues by performing the following duties personally.

**WHAT WILL YOU DO?**
- Maintain internal and external contacts including Customers, Dispatchers, Sales, Technical Services, etc... which include exchanging and sharing routine information. The incumbents are required to co-ordinate with others (both internal and external) on mostly routine matters.
- Receive and documents all incoming concrete orders from customers and enters order changes, as necessary. The decisions made or actions taken in the role are typically short-term and tactical in nature (e.g. take the order from a customer for the same day and next day and input the details into the COMMAND System). The outcomes of the work are mostly predicable but can have a major impact on the business unit's performance.
- The Order Taker mainly completes routine tasks but may occasionally encounter a more complex/non-routine issue that is usually resolved by following precedents. The work objectives are established and focus on a single function. The outcomes are clearly defined, and they work under supervision.
- Manage customer complaints and notifies the appropriate department (Operations and Sales) or personnel to follow up on complaints.
- Maintain customer satisfaction by being aware of orders, days' issues/problems and available resources. Calls customers to inform them of delays and provides up to date and accurate information regarding their schedule.
- Complies with and implements Quality Performance System processes and procedures.
- Communicates to Technical Services any field requirements for the Technical Service Representatives.
- Communicates to plants any special material requirements or instructions.
- Calls customers on a periodic basis for future orders to support customer relationships in order to build the future dispatching schedule.
- Completes all required paperwork.
- Other Duties/Responsibilities may be assigned.

**WHAT DO YOU NEED TO SUCCEED?**
- Ability to handle high volume calls.
- Ability to read and interpret documents such as mix design, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
- To perform this job successfully, an individual should have intermediate knowledge of Microsoft Word, Excel and Windows

**WHAT'S IN IT FOR YOU?**
- Being part of VCNA is being part of building famous landmarks such as Toronto's CN Tower, Roy Thompson Hall, Maple Leaf Gardens and the Darlington Nuclear Station and Ryerson Centre, St. Regis Chicago and 150 N. Riverside, Louis High-Speed Rail in Chicago and more
- Opportunities to collaborate with teams around the globe and growth opportunities in different areas
- Training, professional development
- Tuition reimbursement/assistance
- Competitive wages, vacation and holiday time
- Medical, dental, vision, disability and life insurance
- RRSP and DC (CAN) and 401K (U.S.)
- Lifeworks Employee Assistance Program (EAP): confidential support for you and your family (CAN)
- Educational scholarship program for dependents of regular salaried employees.
- Fertility drug coverage
- Paid Maternity Leave Top Up
- Hybrid work model for certain positions

**OUR PEOPLE**

We care about people - all people. At VCNA, we take safety, health and wellness seriously. We're dedicated to giving our employees a safe workplace, our neighbors a safe environment and our customers a high-quality and safe product. Safety first -and always

**Our** **VC Way** reflects who we are, inspiring us to unite our culture and be our best**:

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