Customer Service Representative

7 months ago

Woodbridge, Canada CMP Group Ltd. Full time

**Senior Customer Service Representative - In office**

CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Senior Customer Service Representative to join the team on a full-time permanent basis for the Vaughan location. The Senior Customer Service Representative will provide an exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

**Benefits**
- Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
- Performance, Education & Referral Programs
- Additional statutory Holidays: Easter Monday and Remembrance Day
- Quarterly pizza lunch, Summer BBQs
- Quarterly town halls, Winter Holiday Party
- And much more

**Responsibilities**
- Manage customer EDI portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily
- Review, analyze and reconcile customer accounts ensuring open, late and backorders are dealt with in a timely manner
- Daily participation in resolution of Zoho CRM tickets. Escalations as required to appropriate person.
- Contribute to the development of team process improvements
- Prepare Credit Authorizations and Return Goods Authorizations (RGA) on a timely basis
- Troubleshoot and investigate customer complaints, managing database records, and drafting status reports on customer service issues
- Thorough knowledge of CMP products to provide product pricing and stock inquiries
- Review prepayment orders to ensure orders are paid promptly prior to release
- Partner with the sales team ensuring high levels of customer satisfaction by identifying customer buying trends, upselling or identifying potential new sales streams to management
- Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience
- Work with the production teams to ensure backorders are communicated to the customer
- Process IBT consignment orders as required
- Assist Account Receivable with short payments on customer orders
- Build sustainable relationships of trust through open and interactive communication with internal customers
- Follow company and departmental policy and procedures.
- Provide backup to the address validation process
- Provide coverage for the department during periods of absence, filing and other duties as required
- Promote safe work practices as outlined in the WSIB of Ontario regulations.
- Participate in meetings with Customer Service Team Lead and team meetings as required or requested

**Requirements**:

- 3-5 years Customer Service Order Management role.
- Minimum of 3 years experience in a manufacturing/production or similar industry
- Minimum of 3 years experience in Customer Order Management
- Minimum of 2 years experience in EDI portal and with giant/big box retail outlets like Walmart, Amazon, etc.
- BSc degree in Business Administration or relevant field or equivalent work experience.
- Proficient at Microsoft Office/Software
- Knowledge of experience with Visual (Asset)
- Inside Sales experience (Asset)
- Excellent phone etiquette and excellent verbal, written and interpersonal skills
- Strong problem solving skills and team player

Hours
- 8:00 am to 4:30 pm, Monday to Friday

**Salary**: $50,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- How many years of Customer Service experience do you have?
- How many years of experience do you have in Order Management?
- How many years of experience do you have in manufacturing/production or similar industry?
- How many years of Customer Relationship Management experience do you have?
- How many years of experience do you have using a Customer Relationship Management software?
- Do you have a Post secondary Diploma /Certification or higher?
- Are you able to reliably commute to Vaughan for this job?
- What is your salary expectation?

Work Location: In person

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