Customer Support Specialist

1 week ago

Toronto, Canada Chemtrade Full time

**Job Description**:
**Scope of the Position**

The Customer Service Specialist is the primary contact for customers, carriers, and suppliers for all Customer Support activity. CSR is responsible for maintaining carrier dispatcher relationships to ensure product and service continuity to Chemtrade customers. CSR is also a primary contact to liaise between customers and other cross functional teams within the organization to meet customer requirements, and address any customer non-conformances

**Position**: Customer Support Specialist

**Shift**: Monday to Friday - 40 hours; hybrid; on call rotation every 8 weeks

**Key Responsibilities**
- Schedule, monitor and expedite deliveries to customers; work with the designated carrier dispatchers from order to delivery. Assist customer on all service issues (including tech service, quality, sales management, etc.).
- Communicate any delays or changes to customer orders to the customer to ensure that any changes are acceptable to maintain their requirements.
- Maintain customer, carrier performance, and delivery databases. Monitor carrier performance and capture non-conformances.
- Monitor on the telemetry customer’s tank status, forecast customer demand and manage designated customer inventories, including communication of scheduled shutdowns.
- Work with supply chain for annual/seasonal production outages at Chemtrade supply points to ensure product continuity for internal and external customer requirements. Work with Commercial team to ensure third party product availability if necessary to maintain customer demand during any outages.
- Arrange transportation (truck & rail) equipment to maintain customer inventories. Rail Car tracing on a daily basis to ensue delivery arrives.

**What You Need To Be Successful**
- College diploma or Bachelor degree in business or supply chain management; equivalent of education and/or experience would be considered.
- 2-5 years’ experience in a customer service or supply chain related function helpful
- CSSs are required to be on call 24/7 for 1 week on a rotating basis in order to support the business in other regions and time zones.
- Computer proficiency; MS Office Suite
- Experience with SAP or other ERP system an asset.
- TDG certificate an asset.

**Reports to**: Customer Support Supervisor

CHEMTRADE is a publically traded (TSX: CHE.UN) chemical manufacturing and handling company headquartered in Toronto, Canada with 65+ locations across North America and Brazil. Chemtrade provides industrial chemicals and services to our customers in three main business segments; Sulphur & Performance Chemicals, Water Solutions and Electrochemicals. Chemtrade is a reliable industry partner to the Oil & Gas, Pulp & Paper, Water Treatment and Food & Beverage industries. We are also the largest producer of high purity sulphuric acid for the semiconductor industry in North America. Chemtrade is committed to the codes and ethics of Responsible Care 14001.

Chemtrade is committed to fair and accessible employment practices and will, where possible, provide accommodations for persons with disabilities.

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