Customer Service Representative I
3 weeks ago
JOB FUNCTIONS:
As a Customer Advocate I, your responsibilities will encompass a variety of essential tasks:
- Input orders into the system, adhering to established procedures and utilizing local ERP systems (such as AS 400 / Globetek) for tasks including Graphic Requests, Pricing Requests, Production Orders, Release Management, Forecasting Models, Inventory Reporting, and other customer-related reporting tools.
- Engage with customers, sales teams, and production departments to ensure timely updates on order statuses. Exhibit positive behaviors in competencies such as customer focus, composure, action orientation, teamwork, effective communication, responsiveness to both internal and external customers, and learning agility.
- Collaborate with internal teams, including graphics and production, to confirm that all requirements are met for order processing. Ensure accurate pricing for orders and shipments while addressing quality and working capital issues, such as aged inventory.
- Serve as an internal coordinator for Account Managers, facilitating better understanding of service levels provided to customers. Demonstrate leadership in team projects and possess the ability to resolve conflicts effectively.
- Act as a backup for Customer Care Representatives during their absences.
- Provide customers with regular updates on order statuses and inventory levels.
- Utilize Vendor Management Inventory (VMI) processes and tools like CPFR for effective inventory management.
- Communicate effectively with personnel from Graphic Packaging International Canada, ULC to meet and exceed customer expectations.
- Take on increasing responsibilities in decision-making processes related to order fulfillment while working with minimal supervision.
- Manage projects for external customers, focusing on developing new business opportunities with existing clients.
- Uphold and enhance the reputation of Graphic Packaging International Canada, ULC by maintaining strong relationships with customers, employees, suppliers, competitors, investors, and governmental agencies.
- Act in alignment with our core values: Integrity, Respect, Accountability, Relationships, and Teamwork.
- Perform other duties as assigned.
EDUCATION / KNOWLEDGE:
- Comprehensive understanding of customer account management.
- Progressive experience in order fulfillment.
- Ability to manage the impact of order fulfillment on cash flow.
- Experience in manufacturing, particularly in a converting facility, is preferred.
- Bilingual proficiency in French and English is considered an asset.
- Proficient in computer skills including SAP, AS400, Microsoft Office, and database/scheduling programs.
- Ability to thrive under pressure and multitask in a dynamic environment.
- Exceptional verbal and written communication skills.
- Strong telephone and email etiquette.
- Excellent problem-solving capabilities.
- High level of organization and attention to detail.
- Effective management and prioritization skills.
- Able to work independently as well as collaboratively within a team.
SCHEDULE DEMANDS:
- Standard schedule consists of an 8-hour shift, Monday through Friday.
- Availability for on-call scheduling, logistics, and materials resource management outside of regular working hours.
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