Customer Service Representative

2 weeks ago

Woodbridge, Canada CMP Group Ltd. Full time

**Customer Service Representative - In office**
CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Representative to join the team on a full-time permanent basis for the Vaughan location. The Customer Service Representative reports to the Customer Service Team Lead and is an in-office position. 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 to ensure open, late and backorders are dealt with in a timely manner
- Contribute to the development of team process improvements
- Provide an exceptional customer experience to internal and external customers
- Act as a liaison, provide product/services information and resolve any emerging problems customers might face with accuracy and efficiency
- Prepare Credit Authorizations and Return Goods Authorizations (RGA) on a timely basis
- Troubleshoot and investigate customer complaints, manage database records, and draft 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 sales team to ensure 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 for prompt satisfactory customer experience
- Work with 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
- Provide NAFTA Certificates, Certificate of Insurance and Certificates of Origin
- Provide backup to the Address Validation process and coverage for the department during periods of absence
- Build sustainable relationships of trust through open and interactive communication with internal customers
- Promote safe work practices as outlined in the WSIB of Ontario regulations and follow company and departmental policy and procedures
- Filing and other duties assigned as required

**Requirements**:

- 2-3 years Customer Service experience
- Minimum of 1 year experience in a manufacturing/production or similar industry
- Minimum of 1 year experience in Customer Order Management
- Minimum of 1 year experience in EDI portal and with giant/big box retail outlets like Walmart, Amazon, etc.
- Post secondary Diploma /Certification or higher
- 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
- Bilingual English/French (Asset)

**Hours**
- 8:00 m - 4:30 pm, Monday to Friday
- In office position.

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