Customer Care Representative

4 weeks ago

Shelburne, Canada Ice River Sustainable Solutions Full time

At Ice River Sustainable Solutions, our employees have incredible opportunities to work for an organization that is known for our forward-thinking innovation and eco-friendly design in products and packaging.
Our culture is inclusive, supportive, and encourages learning and development to support internal career advancement opportunities. We are problem solvers who find fulfillment and reward in making impossible possible. We are hands-on, focused, and committed to always being a part of something bigger.
If you are creative, passionate and enjoy working in a collaborative environment we would like to hear from you.

As a valued member of the Customer Care/Order Management Representative team, you will deliver exceptional customer service to our assigned accounts, primarily large retailers. Your role involves managing the order lifecycle from receipt to delivery, utilizing our dedicated ERP system (SAP) as well as customer and third-party platforms to ensure seamless order execution. You will collaborate closely with peers in Sales, Transportation, Supply Chain, and Operations to meet and exceed customer expectations.
As a Customer Care Representative flexibility during peak season is essential. You must be flexible with hours, including weekends, holidays and participation in the on-call rotation as required.
What you can expect as a Customer Care/Order Management Representative:

- Competitive Annual Salary
- Straight Days - Hybrid
- Company Paid Life Insurance, Health and Dental Benefits
- RRSP Company Match
- On-the-Job Training
- Uniforms
- Safety Shoe Allowance
- Clean and Safe Work Environment
- Teamwork
- Continuous Skills Development
- Employee Referral Program

**Responsibilities**:
**Comprehensive Order Management**:

- Oversee day-to-day order management for a designated group of customers, ensuring efficient processing from order receipt to invoicing.
- Validate customer Purchase Orders for compliance with pricing and quantity agreements, addressing issues such as PO discrepancies, refused loads, new SKUs, UPC codes, ordering patterns, and duplicate PO’s.
- Monitor customer accounts daily to identify and resolve potential issues proactively, ensuring a smooth order process.
- Gather relevant information for measurement, analysis, and reporting to track performance and improve service quality.
- Collaborate with internal departments to drive proactive solutions and enhance operational efficiency.

**Customer Liaison**:

- Serve as the primary point of contact for assigned customers regarding daily orders, fostering strong relationships and providing timely updates.
- Develop customer insights to enhance service delivery and build lasting partnerships.

**Flexibility and Adaptability**:

- Participate in after-hours and weekend on-call rotation to provide support as needed, particularly during peak seasons.

**Additional Responsibilities**:

- Perform all other duties as assigned, adapting to the dynamic needs of the business and customers.

**Education/Skills/Experience**:

- A minimum of 2 years of experience in customer service or order management within a manufacturing environment, with a strong focus on order processing and customer relations.
- Excellent interpersonal skills, with the ability to thrive in a cross-functional team environment.
- Exceptional multitasking abilities, coupled with a problem-solving mindset and a high attention to detail to ensure accuracy in all tasks.
- Self-motivated, capable of establishing priorities, managing changing priorities and effectively managing time to complete multiple tasks within specified timeframes.
- Must possess strong analytical skills, dependability, adaptability, and initiative, with a proactive approach to problem-solving.
- Advanced proficiency in Excel and MS Word, with a solid understanding of ERP functionality. Experience with SAP, NetSuite, and TMS (E2 Open) is an asset.
- Outstanding written and verbal communication skills, with the ability to communicate professionally and courteously with customers, clients, and colleagues at all levels.

**Working Environment and Physical Demands**:

- Ability to sit for long periods of time.
- Ability to use hands to type and write.
- Strong vision capability to read a computer screen.

Please let Ice River Sustainable Solutions know if you require accommodation during the hiring and selection process and we will work with you to make appropriate arrangements. Ice River Sustainable Solutions is an Equal Opportunity Employer.
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