Customer Care Representative

Customer Care/Service Representative (Senior )
- In office position

CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Senior Customer Service Representative to join the Delta, BC team on a full-time permanent basis. Reporting to the Customer Service Team Lead, the Senior Customer Service Representative provides 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.

Our commitment to our employees is reflected in our progressive culture, lifestyle-enhancing vacation entitlements, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more.

**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 BBQ’s
- 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
- 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, and provide timely resolution to the customer
- Thorough knowledge of CMP products to provide stock availability by location
- Review prepayment orders to ensure orders are paid promptly prior to release
- Work with the production teams to ensure backorders are communicated to the customer
- Act as a backup for processing IBT consignment orders as required
- Assist Account Receivables with short payments on customer orders by providing order back up, proof of deliveries, order acknowledgements with pricing, pricing files, promotional discounts, etc.
- Build sustainable relationships of trust through open and interactive communication with internal customers
- Provide USMCA (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin as requested
- Provide backup to the Address Validation process
- Provide coverage for the department during periods of absence
- Promote safe work practices as outlined in the Worksafe B.C. regulations.
- Follow company and departmental policy and procedures.
- Prepare personal annual goals and objectives and participate in job-related continuing education courses
- Participate in meetings as required or requested
- Filing and other duties assigned as required

**Requirements**:

- Minimum 5 years of Customer Service experience
- Minimum of 1 year experience in a manufacturing/production or similar industry (Asset)
- Minimum of 3 year experience in Customer Order Management
- Minimum of 3 year experience in EDI portal and with giant/big box retail outlets like Walmart, Amazon, etc.
- Experience preparing Credit Authorizations and Return Goods Authorizations (RGA)
- Familiar with (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin
- Post-secondary completed degree or higher is preferred
- Proficient at Microsoft Office/Software
- Knowledge of CRM systems, in particular Zoho Desk
- Experience with ERP system, particularly Infor Visual is an asset
- Strong problem solving skills, excellent verbal, written, interpersonal skills and phone etiquette

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

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Delta, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- How many years of Customer order management experience do you have?
- What is your pay expectation?

**Experience**:

- Customer service: 3 years (preferred)

Work Location: One location