Customer Support Specialist

6 months ago

Scarborough, Canada Alfa Laval Full time

At Alfa Laval, we always go that extra mile to overcome the toughest challenges. Our driving force is to accelerate success for our customers, people and planet. You can only achieve that by having dedicated people with a curious mind. Curiosity is the spark behind great ideas. And great ideas drive progress.

As a member of our team, you thrive in a truly diverse and inclusive workplace based on care and empowerment. You are here to make a difference. Constantly building bridges to the future with sustainable solutions that have an impact on our planet’s most urgent problems. Making the world a better place. Every day.

The Customer Support Specialist is responsible for providing direct support to customers, including all aspects of order fulfillment from order entry to invoicing. This role also supports central and local project managers to execute complex projects, as well as directly managing orders of medium and low complexity.

Duties of this role will include:

- Delight your customers through superior customer service
- Manage the order to cash process, for Complex and Project Orders from order

acceptance to invoicing (Order fulfillment, Ordering Equipment, Parts & Technical expertise, Monitoring cost, Order Shipping and Customer Invoicing).
- Customer support during the process: order status, delivery date. Purchase, control and preparation of supplier's shipping documents.
- Export & Import coordination: documentation, logistics, custom clearance.
- Handling of suppliers database.
- Backlog and order management in our ERP and CRM systems to ensure customer satisfaction
- Working with colleagues across the Alfa Laval Group, place orders on supply units and distribution centers and other sub-suppliers to ensure timely product delivery
- Ensure that all activities follow the processes and check points of our Quality Business System

Education (degree or years) and/or Certification/Registration:

- High School Diploma and at least 5 years of practical experience in an Industrial B2B working environment.

Type and Length of Experience:

- 5 years’ experience of administrative and customer service work in various industrial markets.
- You have experience reviewing and executing complex contract requirements and commercial terms/conditions.
- You are an effective problem solver, a self-starter, detail oriented, service minded and are equally comfortable working independently or within a team.
- You must demonstrate excellence in verbal and written communication, can juggle multiple priorities, and are well-organized.
- You are proficient in the use of computers; experience with ERP and CRM systems is a definite asset.
- Familiarity with process equipment - experience with separation, heat transfer or fluid handling equipment would be an asset.
- Technical proficiency and ability to read drawings would be an asset
- Must be able to work and communicate effectively in English. Ability to speak French is an asset.

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