Inside Sales

5 months ago

Montréal, Canada Kruger Inc. Full time

***
The Inside Sales & Customer Service Representative acts as the main point of contact for major customers in the order-to-cash process. Reporting to the Customer Service Team Lead, he/she is responsible for coordinating, communicating, and monitoring the entire order-to-cash process in a professional manner. As Kruger is focused on automation and process improvement, the role requires strong analytical and process improvement skills.

**RESPONSIBILITIES**
- Ensure that orders are received and processed in an accurate and timely manner.
- Closely monitor customer orders daily, as well as forecasts with actual sales and highlight any gaps.
- Ensure superior customer satisfaction through continuous customer relationship building, performing sales support duties and through management of customer orders within the order fulfillment process.
- Communicate with both customers and Sales team regarding delivery commitments and any changes to the schedule.
- Coordinate information with Master Planning and Transport to properly manage customer expectations.
- Build and maintain strong, long lasting customer relationships.
- Monitor inventory levels with Master Planning.
- Work with accounting to ensure accounts are in order.
- Assist with challenging customer requests or issue escalation as needed.
- Develop trusted advisor relationships with key accounts, Sales, Planning, Sales Accounting, and Transportation.
- Develop KPIs and clearly communicate the progress of monthly/quarterly status to internal and external stakeholders.
- Prepare reports on account status.
- Collaborate with Sales team to identify and develop opportunities.
- Work in conjunction with Sales team by performing key support functions and developing opportunities within the existing customer base.
- Create, maintain, and distribute monthly reports as requested by customers or management for further analysis and decision-making.
- Read call reports pertaining to the customer base and take appropriate action through the proper channel.
- Maintain customer database up to date with regard to notes, contacts, and paper specifications (order templates).
- Keep up to date on any changes to customers, products and new procedures and suggest any potential improvements to the current processes and systems and participate in any training sessions or projects aimed at improving the customer experience.
- Update the standard operating procedures and other related documentation when a change is made or a new process or practice is implemented.
- Stand in for other members of the Department during the vacation period.

**QUALIFICATIONS**
- College or university degree, or relevant work experience.

**EXPERIENCE**
- Minimum of 3 years of experience in a manufacturing environment and ability to understand transportation, trim and planning.
- Experience in dealing with paper products (an asset).

**SKILLS AND ABILITIES**
- Excellent customer support and communication skills
- Good leadership skills
- Able to work in a fast-paced and multi-task environment
- Ability to organize, prioritize, and work with tight deadlines
- Strong communication skills and comfortable presenting to executives
- Proactive forward thinker and problem-solver
- Self-sufficient with good interpersonal skills
- Good influential leadership style
- Advanced knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
- Knowledge of SAP, JDEdwards or any ERP system (an asset)

**LANGUAGES**
- Bilingual, English and French, both oral and written.
- Knowledge of Mandarin language is an asset.

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