Customer Service Support

3 weeks ago

Brampton, Canada IMCD Canada Ltd Full time

**Job purpose/requirements**
- Having working knowledge of our business, capabilities, Principals, products and our Logistics Service
- Providers (i.e.: 3PL warehouse & Principals) expectations and requirements
- Treating customers (internal & external) with professionalism, respect, courtesy & helpful attitude
- Helping customers (internal & external) efficiently, effectively & with accuracy, while utilizing available resources (when required) in order to exceed customer expectations
- Developing and maintaining ongoing relationships with customers (internal & external) as well as Logistics
- Service Providers that are key to sustaining the profitability of IMCD
- Actively seeks continuous improvement; including self-development
- Prioritize and manage time effectively to meet customer expectations (internal & external) and deadlines
- Effective and creative problem-solving capabilities; assess the situation, have clear understanding of request to help obtain and determine root cause and assign corrective action
- Demonstrate behaviour supportive of the IMCD Values: Entrepreneurial, Partnership, Financial Discipline, Integrity & Trust, Freedom to Act

**Duties and responsibilities**
- Order Fulfillment_
- Monitor and manage all customer orders shipping out of our Logistics Service Providers (LSP) daily with precision & accuracy
- Generate, review & distribute to LSP a report detailing all open orders with past ship dates and no bill of ladings received - request status updates from LSP
- Generate, review & distribute to LSP a report detailing all open orders shipping daily and request confirmation of shipment
- Take responsibility to investigate, assist, communicate & resolve any discrepancies between LSP and IMCD (i.e.: LSP missing picking lists or IMCD order documents, order details - product/quantity/lot/batch etc..)
- Take responsibility to investigate, assist, communicate & retrieve any missing shipping documents from LSP pertaining to any order leaving the facility (i.e.: BOL, tracking information)
- Take responsibility (i.e.: inquire, follow up) to effectively communicate any inventory issues or concerns (both internal & external customers) to appropriate personnel
- Review all shipping documents provided by LSP to ensure requirements and expectations are met, including accuracy; may be required to convert into proper UoM (i.e.: bulk shipments) & verify scale calculations
- Take responsibility (i.e.: inquire, follow up) & communicate any issues pertaining to LSP missing customer requested delivery dates (both internal & external customers) to appropriate Customer Service
- Representative (CSR) and Logistics Coordinator
- Ability to navigate & retrieve data efficiently from internal systems, as required to manage customer orders shipping out of our LSP
- Communicate & assist A/R in resolving customer credit issues
- Ability to prioritize, communicate and effectively execute all RUSH requests from both internal & external customers
- Assist with month end closing by taking responsibility (review, inquire, update etc.) to ensure all sales orders are posted and shipped within appropriate month
- Send weekly reports to CSR on open orders with past ship dates and request status updates (if no order notes are available within ERP system)

Note 1: Customer Orders include shipments leaving a warehouse as well as shipping direct from the Principal.

Note 2: Logistics Service Provider (LSP) pertain to both IMCD operated warehouses and 3PL warehouses.
- Administrative_
- Initiate/submit, follow up & communicate with internal & external customers regarding credit requests
- Initiate/submit/generate & follow up on returns (incl. product, drums, totes etc.)
- Take responsibility to ensure personal inbox requests are fulfilled with precision, accuracy and efficiency
- Ability to prioritize, communicate and effectively execute all RUSH issues/requests from both customers & LSP
- Take responsibility to retrieve, request, distribute & fulfill all sales order documentation requests from both customers & LSP (i.e.: missing picking lists, BOL, tracking info); follow up may be required to ensure completion
- Effectively respond to all customer requests by actively seeking, inquiring/asking appropriate questions of both internal customers & LSP to obtain necessary information
- Attend all pertinent training sessions (incl. Lomas U), department meetings with active participation, when required
- Actively participate in Department projects
- Obtain and distribute appropriate documentation for all IMCD US and IMCD US LLC sales orders to appropriate IMCD personnel (i.e.: BOL, tracking information, invoices etc..) with precision, accuracy and in a timely manner
- Communication_
- Issues & concerns within the Customer Service department and/or internal personnel
- All items listed under Order Fulfillment, Administrative & Communication
- Enlist involvement and/or assistance of appropriate IMCD personnel, when required, to help r

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