Customer Service Representative

3 weeks ago

Burlington, Canada Barentz Full time

The Customer Service Representative (CSR) interacts with customers to provide and process information in response to inquiries, concerns and requests regarding sales orders and the Company’s products and services. The CSR is responsible for continuous communication and collaboration with Account Managers and Product and Sales Coordinators, pertaining to customer accounts and sales orders.

**Essential Duties and Responsibilities**

**Order Management** - Consistently meets service standard of order confirmations within 24 hours, and provides timely customer updates
- Confirms receipt of orders within 24 hours and confirms/updates price and delivery as soon as available
- Monitors incoming product to provide accurate ETA's to our customers
- Completes release & shipment paperwork and forwards to warehouse for confirmation
- Completes customer's special requirements for each order.
- Compares Shipping Confirmation / Bill of Ladings with sales orders to ensure accuracy between system and warehouse releases once the product is shipped.
- Prepares sales orders with freight accruals before releasing the order to accounting for invoicing.
- Sets up the carrier to cover shipments leaving the warehouse.
- Creates Proforma invoices for COD customers and follow up for payment
- Follow up with warehouse or carriers on any missing Bill of ladings to verify order has shipped.
- Maintain customer files as required for contacts, shipping requirements, notes, locations, etc.
- Field customer complaints and work with others to resolve them.

**Freight/Documentation** - Manages outbound freight and warehousing charges with accuracy and timeliness.
- Compares freight costs from freight chart or with freight companies on individual shipments.
- Accrues Freight and Warehousing charges to sales order, where applicable
- Approves freight invoices and adjusts them in Chempax, as required.
- Approves customs invoices and adjusts them in Chempax, as required.
- Responds to documentation requests from customers, providing the necessary paperwork

**Customer Satisfaction**:

- Provides customers with an excellent service experience, ensuring orders are processed effectively, and issues are resolved quickly and painlessly.
- Resolves minor problems and customer issues quickly, and independent of Account Managers
- Monitors/updates Customer information in Chempax, to ensure it is current.
- Enters Non-Conformances (NCR’s) as issues arise and prepares MCI's as required.
- Arrange pickups for returns from customers.
- Interacts in a positive and friendly manner with customers.

**Communication/Internal Relationship Management** -- Effectively communicates with internal departments, colleagues, and 3rdparty service providers to enhance customer satisfaction, and expedite problem resolution, and facilitate accurate orders
- Interacts with Product Coordinators, and Sales on a regular basis, to ensure timely delivery and accurate orders.
- Notifies Account Managers of any significant order problems to ensure the proper level of resolution is exercised, as required.
- Communicates with warehouses, customs brokers, and freight contacts when necessary
- Communicate with the accounting department for credit holds, as required

**Problem Solving/Continuous Improvement** - Problem solves when issues arise, and strives to implement continuous improvement
- Requests and follows up with NCR issues where applicable, such as credits.
- Uses proper protocols, to address NCR issues.
- Uses problem solving skills and knowledge to provide updates to necessary departments

**Other**
- Prioritizes workload and effectively uses tracking tools to monitor and track direct shipments to
- Ensures data integrity in ERP system; Processes intercompany orders.
- Ensures accuracy in reviewing documentation and acts on discrepancies; utilizes training to compare certificates of analysis vs system
- Supports and lead by example, Barentz’ culture, strategies, pillars, and fundamentals
- Participates in ongoing personal development opportunities.
- Performs other duties as requested.

**Required Education, Experience, Knowledge, and Skills**
- Post-secondary education (Diploma or Degree) is considered a strong asset.
- 2-4 Years of Customer service experience is preferred.
- Knowledge or ERP systems, is preferred but not mandatory.
- Detail oriented with strong problems solving and analytical skills.
- Strong organization skills, with the ability to prioritize and meet multiple deadlines
- Excellent interpersonal and written/verbal communication skills.
- Self-motivated, high energy, and engaging level of enthusiasm and positive outlook
- Software knowledge of Microsoft Office including Outlook, Word, Excel, PowerPoint, Teams, as well as Adobe Writer
- Acts legally and ethically in all professional relationships in adherence with Barentz’ values and fundamentals
- Bilingualism would be an asset.

**Work Environment**

Work is performed in a Hybrid work environment (

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