Customer Service Representative

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we’re committed to shaping a
**greener**,
**smarter** and
**healthier** world. At Lafarge Canada Inc.,
**safety** comes first,
**collaboration** matters and
**diversity** is celebrated with people who share our desire to continually
**make our materials better.**

Do you have the drive, the skills, and the passion to join us?

Overview:
The Geocycle Customer Services Representative will be responsible for the day to day administrative tasks to ensure a seamless operation.

The incumbent will support the commercial team across canada with SAP, WFMS, bookings, reporting and forecasting.

The CSR will form the bridge between the Geocycle commercial team and the customer representatives, listen to the customers questions or concerns to identify, investigate and resolve, or take action to resolve the issue(s) using empowerment, well thought out judgments, and decision making skills.

The CSR shall also respond to incoming telephone inquiries in a pleasant, courteous, knowledgeable, professional manner. Take full ownership of the call and ensure all follow-up activities are processed and recorded. Recognizing, analyzing, and interpreting customer inquiries to establish objectives, clearly identifying customer’s needs, and working with the AFR co-processing Manager to resolve disputes.

**Responsibilities**:
**Safety**:

- Ensures and supports implementation and compliance of Geocycle Safety Programs and Processes to ensure all aspects of the role and personnel are working in a safe manner.
- Communicates H&S priorities to customers as and when required.
- Has an understanding of H&S requirements for customers that are associated with Geocycle/ Lafarge.

**Business Management**:

- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that questions can be answered authentically and swiftly.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Issue and revise procedures related to the delivery of materials.
- Oversee AFR reception with internal and external customers, carriers and ensure that transporters are Avetta certified.
- Ensure AFR information is accurately captured into WFMS, SAP (new contract, PO, etc).
- Responsible for bank deposits, processing delivery weight ticket to customers and invoices.
- Produce weekly/ monthly and ad-hoc reports as required.
- Update monthly report of AFR forecast and results.
- Inventory consolidation for month-end

**Customer Relation Management**:

- Aid all parties find solutions that mitigate or eliminate risk associated with waste stream management - specifically reducing contamination, health & safety, regulatory, community relations, and operational.

**Communications & Marketing Support**:

- Maintain internal & external Business planning, presentations & development.
- Assist in conference coordination and preparation.
- Coordinate the CAN social media calendar.

**Results/Accountabilities**:

- Develops and maintains long-term relationships with customers and waste generators
- Ensures timely issuance of PO’s, agreements, invoices and necessary documentation
- Assist Business Services Group with controlling DSO (Daily sales outstanding) and other such metrics with Commercial Managers
- Manages all AP and AR for Geocycle Canada

**Relationship with Other Jobs**:

- Interact with team members on a regular basis to gather or communicate information, solve problems and meet deadlines.
- Work with sales and customers to meet their needs and communicate our position

**Dimensions**:

- Manage a portfolio of 50 - 60 customers across Canad
- Direct Reports (# of): NONE

Qualifications:
**_
Required Education: _**
- Associates/Technical Degree Preferred
- Field of Study Preferred: Sales/ Industrial
- Required Training/Certifications: SAP Preferred
- Required Work Experience: 1-2 years

**_ Knowledge & Skills:_**
- Strong relational skills - able to build rapport and confidence with key influencers so as to get willingness to trial, pilot, and experiment with solutions until globally satisfactory solutions are realized
- Language - Bilingual (English & French) preferred.
- Keen desire to improve the environment, anchored on a pragmatic understanding of the economics needed to make a solution sustainable

**_ Competency Profile:_**
- SAP
- Computer/ Technology savvy
- Written Communication
- Customer Focus
- Customer Focus
- Priority Setting
- Peer Relationships

LafargeHolcim:
As we are reinventing the w