Customer Success Specialist

5 months ago

Mississauga, Canada M-D Building Products Inc. Full time

**Job Overview**:
**Responsibilities**:
1. Set up new ship-to addresses for customers who have not previously received shipments to that address.

2. Receive and process customer orders accurately and promptly.

3. Generate and send packing slips and invoices to customers on a daily basis.

4. Create return merchandise authorizations (RMA) as required by customers.

5. Answer incoming phone calls and direct them to the appropriate person or department.

6. Provide exceptional customer service by answering inquiries and resolving issues for customers.

7. Investigate customer credit requests and forward them for credit issuance.

9. Contact carriers to track shipments and obtain estimated time of arrival (ETA) for customers.

10. Scan and organize relevant paperwork, including packing slips, working copies, and bill of lading (BOL), and store them in the designated location.

11. Perform end-of-day invoicing for both retail and commercial customers.

12. Run reports to identify backordered items and determine estimated arrival dates for materials.

**Behavioral Competencies**

1. Customer Service Orientation: This competency involves a focus on understanding and meeting customer needs. It includes accurately processing orders, resolving customer inquiries, addressing problems, and providing necessary information and assistance to ensure customer satisfaction.

2. Communication Skills: Effective communication is crucial in this role. It includes the ability to communicate clearly and professionally with customers, colleagues, and shipping carriers. This competency encompasses actively listening to customers, gathering information, clarifying purchase orders, and providing relevant updates to customers and the shipping coordinator.

3. Problem Solving: This competency involves the ability to identify and resolve issues related to customer orders. It includes proactively addressing order problems and delays, collaborating with the shipping coordinator to find solutions, coordinating product returns and exchanges, and managing backordered items.

4. Attention to Detail: Accurate order processing and documentation are essential in this role. This competency encompasses meticulousness and carefulness in receiving and processing customer orders, providing necessary documentation to the shipping coordinator, checking inventory, calculating shipping cost estimates, and organizing paperwork for efficient distribution.

5. Teamwork and Collaboration: This competency involves working collaboratively with the shipping coordinator, the CSR team, and other relevant departments. It includes collaborating to resolve order-related concerns, generating reports to keep the CSR team updated, coordinating with shipping carriers for tracking information, and directing callers to the appropriate department or person.

**Functional Competencies**

1. Order Processing: This competency involves the ability to accurately and efficiently receive and process customer orders. It includes understanding the order requirements, entering the information into the system, and ensuring that the orders are fulfilled accurately and promptly.

2. Customer Relationship Management: This competency focuses on managing customer relationships effectively. It includes resolving customer inquiries, addressing problems, and providing assistance to ensure customer satisfaction. It also involves proactively communicating with customers, clarifying purchase orders, and gathering additional information as needed.

3. Documentation and Reporting: This competency encompasses the ability to maintain accurate documentation and generate reports related to customer orders. It includes providing necessary documentation to the shipping coordinator for order fulfillment, organizing paperwork for efficient distribution by the CSR team, and generating reports of backordered items or other relevant information.

4. Shipping and Logistics Coordination: This competency involves coordinating with the shipping coordinator and shipping carriers to ensure smooth order fulfillment. It includes collaborating to resolve order-related concerns, providing necessary information for shipping services, calculating shipping cost estimates, and communicating with shipping carriers for tracking information.

5. Time management: Is about planning, prioritizing, and using time effectively to reach goals. It includes managing your own time and coordinating tasks with others. Good time management helps you make the most of your time, be more productive, reduce stress, and meet deadlines.

**Qualifications**:
1. High school diploma or equivalent; additional education or training in customer service is a plus.

2. Proven experience in a customer service or order entry role.

3. Strong communication skills, both written and verbal.

4. Excellent problem-solving and decision-making abilities.

6. Detail-oriented with a high level of accuracy in data entry and order processing.

7. Ability to prio

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