Customer Service Representative

2 months ago

Calgary, Canada Alberta Veterinary Laboratories Ltd Full time

**WE’RE HIRING**

Let’s help you launch your career with Alberta Veterinary Laboratories (“AVL/Solvet”) We are looking for an energetic and dedicated **Customer Service Representative** to join our team **on-site** in our Calgary facility working 40 hours/week (Monday - Friday).

**ABOUT US**

At BVR Veterinary Supplies & Alberta Veterinary Laboratories/Solvet our multi-faceted team is dedicated to promoting the health and welfare of animals. Built on the values of **INNOVATION**, **QUALITY**, **PEOPLE/ANIMALS**, **ACCOUNTABILITY**, **PASSION**, and **SAFETY**. We are a Canadian company searching for new solutions to old problems through the development and world-wide distribution of products that bring great comfort and ease to both owners and animals. Founded in 2009, this Calgary-based, family owned and operated company has provided quality animal health products to thousands of farmers, vets, and pet owners. Our mission is simplewe listen to our customers and deliver solutions to problems they face daily.

**THE ROLE**

Reporting to the VP Customer Services, the Customer Service Representative is responsible for processing all incoming orders and communications with customers. Working closely with members of the operations and sales teams to drive performance through providing exceptional customer service and support.

The objective of this role is to support business operations and maintain good business relationships with external stakeholders. As the main contact for a portfolio of external stakeholders, this role is integral for the coordination and communication between suppliers, vendors, and service providers and the company.

**DAY-TO-DAY**
- Advocates for our customers in all aspects of the operation. Displays customer service excellence and guides internal staff towards the same.
- Receive, solve, and follow up any concerns/inquiries from clients, directing them to the right person.
- Communicates with field team and VP of Sales to ensure they are kept up to date on shipments and customer interaction, as required. Acts as their first point of contact internally for customer inquiries.
- Receives and processes Purchase Orders (PO's) from clients. Communicates with clients regarding their shipment ETAs, backorders etc. Coordinates with customers for the pickup of their order.
- Generates Return Material Authorizations (RMA’s) for returned products and communicates with the Quality team to ensure documentation is completed. Generate credit notes to clients once we receive the returned products.
- Prepare weekly and daily reports. Performs data entry and analysis as needed.
- Involvement in CS related initiatives including pricing maintenance and customer portal maintenance
- Follows up on backorders and processes them as quickly as possible.
- Completes controlled documents for Quality as needed.
- Prepare shipping documents for shipments.
- Other related duties as required

**IDEAL FIT**

Education & Experience
- Post secondary education in related field and experience in sales or customer service.
- Experience working in the medical or veterinary or pharmacy industry preferred.
- TDG Certification

Skills and Attributes
- Bilingual (English and French) is an asset
- Great interpersonal and communication skills (high functioning level of English required)
- Proven track record of excellence in customer service
- Reliable, punctual and thrives as part of a busy team
- Strong attention to detail
- Comfortable with multi-tasking and adaptable to changing priorities
- Highly organized and able to multi-task effectively to prioritize tasks and meet daily deadlines
- Pro-active in taking on daily tasks which may be repetitive
- Confident in being able to work with the team to think through problems and troubleshoot for a positive outcome
- Able to work both independently with mínimal oversight and collaboratively as an integral part of the team
- Consistently demonstrates initiative and willingness to go above and beyond
- Able to remain calm under pressure
- Enthusiastic and passionate, and takes pride in work accomplishments

**REQUIREMENTS**
- Criminal Record Check
- Medical Clearance

**WORKING CONDITIONS**
- **On-site** in SE Calgary
- 40 hours/week (Monday - Friday)

**WHAT’S IN IT FOR YOU**

We are committed to keeping our team healthy and motivated, so they can do the best work of their lives. We’ve built a company where people love to come to work, and we think you will too Team members benefits include:

- Casual dress
- Paid time off (including vacation, sick and personal days)
- Life insurance and comprehensive healthcare benefits
- Performance reviews and ongoing conversations plus annual compensation reviews
- Opportunities for professional growth through learning & development initiatives
- A dynamic, inclusive, and collaborative work environment

**NEXT STEPS**

**_Note_**_: The collection, use, and retention of personal information will be in accordanc

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