Customer Value Center Representative

2 months ago

Laval, Canada Lafarge Canada Inc Full time

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we’re committed to shaping a
**greener**,
**smarter** and
**healthier** world. At Lafarge Canada Inc.,
**safety** comes first,
**collaboration** matters and
**diversity** is celebrated with people who share our desire to continually
**make our materials better.**

Do you have the drive, the skills, and the passion to join us?
- La version française de cette offre d'emploi est disponible: _
- Version française - cliquez ici_

Overview:
Responsible for ensuring that our customers receive timely and appropriate customer service from order taking and fulfillment to proactive value selling. Maintaining a strong working relationship and open communication with customers, truck vendors, sales team, logistics/distribution team and plant operations personnel is key in that role. The incumbent will manage the day-to-day contact with the contract truck vendors to schedule/arrange delivery for customer orders.

**Responsibilities**:
**Safety**:

- Promotes a positive safety culture through leadership by example and participation with others to drive the development of safety initiatives within the cement supply chain network.
- Adheres to all Lafarge safety policies and procedures.

**Order Fulfillment**:

- Responsible for the order taking & order fulfillment processing for pick up or delivery (including assignment of carriers, as applicable).
- Main point of contact for carriers. Taking care of pro-active daily calls with carriers and maintaining relationship.
- Conveys actions defined and critical topics identified with the team and all relevant stakeholders.

**Customer Satisfaction**:

- Meet and exceed customer expectations in compliance with policies, practices and procedures.
- Timely response to customer or carrier complaints with appropriate follow up, including escalation as required.
- Maintains a high level of professionalism on all calls and is knowledgeable of services, products and methods of delivery for Lafarge Cement.

**Optimization & Coordination**:

- Responsible to monitor carrier performance and identify patterns for optimization potential.
- Monitor freight file for carrier selection.
- Maintains real time traffic information and stays abreast of weather forecasts.
- Responsible for utilizing and managing inventory and allocation, including selection of supply.

**Administration**:

- Monitor freight file for carrier selection.
- Responsible for inputting manual bills of lading.
- Collaborate with sales team, logistics team, carriers and customers.

**Results/Accountabilities**
- Works towards individual and department Key Performance Indicators (KPIs).
- Surveys customers to gage service improvements and improvement opportunities, acts promptly on results.
- Balance time between inbound and initiating outbound calls while maintaining customer service level requirements, including availability to customers.
- Customer satisfaction, including the ability to provide a professional experience to the customer.
- Follow-up, resolve issues and call back customers within appropriate time frame.
- Flexibility to work shifts, including weekends and holidays.
- Ensure that teamwork and professionalism are integral part of all activities.
- Follows the standard operating procedures for department.

**Relationships with Others Jobs**:

- Close interaction with Sales and Logistics teams, specifically with Sales Representatives, Technical Sales Representatives, Terminal Managers, Transportation Managers, Freight Team, Supply Manager, to ensure appropriate and professional customer facing activities.

**Dimensions**:

- Geography: Eastern Canada
- Product Lines: Cement

Qualifications:
**Education and Work Experience**:

- Minimum of a university degree or equivalent experience.
- One to three years of experience in Customer Service positions or in direct sales.
- Understanding of building materials industry, including product knowledge, an asset.
- Strong telephone literacy, including knowledge of using the telephone as the main medium for conducting business.
- Strong computer literacy, including SAP, Microsoft and Google suite offerings, an asset.
- Incumbent must be bilingual, English and French speaking, mandatory.

**Knowledge and Skills**:

- Strong written and verbal communication skills with high degree of accuracy and attention to detail.
- Demonstrate strong skills in problem solving, decision making and multi-tasking.
- Maintains composure in dealing with difficult situations; demonstrates positive customer service attitude.
- Time and self-management skills, including being self-directed, effective realization of current priorities associated with answering customer calls, scheduling callbacks while being able to re-prioritize as requested.
- Strong sense of teamwork.

**Job Specific Competency Profile (Lominger)**
- Drive for Results
- Process Management
- Interpersonal Savvy

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