Customer Service Representative

Fiberlinks Textiles, a fast-growing leading distribution company located in Ville Saint Laurent is looking to expand its team with the addition of a Customer Service Representative.

The job responsibility will include but are not limited to:
**ROLE & RESPONSIBILITY**

This role is responsibleto ensure that all customers’ orders are received, qualified, approved, tracked and shipped out in a timely and complete fashion. Customer care assumes that any and all customer requests relating to the processing of an order are arranged for by the customer care/service agent. In addition, any and all direct communication with a customer allows for a potential sales opportunity, it is important that all of our customers have all promotions, new product and special items explained in a way that ensures they have been fully serviced.

**CUSTOMER SERVICE**
- Retrieve and process all orders via all means possible
- Track all orders and ensure that they are delivered complete and on time, and if not manage customer consequence
- Check all credit file
- Learn and be proficient in all customer processes and the tools they use
- Check all inventory for customer orders when required
- Track backorders for accounts that require that we do
- Ensure all notes/memo on orders are transferred to the PS
- Manage and track the REQUEST/RUSH listing
- Check all price changes by customer, by product as identified by senior sales analyst
- Track all customer communication and record it on their customer file/ensure inside sales has the information
- Meet daily with sales executive in order to confirm all orders are as expected
- Determine corrective actions are followed through
- Act as back up for customer service personnel or customer care when on vacation or on leave
- Act as a resource for sales agents when appointed by management
- Support local trade shows by preparing information
- Support all sampling and major customer visual needs; catalogues, sales sheets etc.
- Support all customer requests in general as required by sales executive

**CUSTOMER CARE**
- Collaborate with inside sales to maintain customer profiles for each of the qualified accounts and account groupings
- Ensure all major account order protocols are recorded in customer files and maintain
- Develop the order processing protocol for all Symak Ind. accounts and maintain
- Manage all customer listings
- Maintain all major planograms, product files and item listings for all ind. Accounts again in customer files
- Track all special discounts for promotions by customer or customer grouping
- Inside sales will provide list of accounts that need called re: new product, pre booking, trade show orders, and general follow up
- Act as point of contact for warehousing and transport regarding order processing/priority
- Act as a resource for sales reps. Supporting them in realization of their sales goals by customer
- Build the list all buyers, replenishment managers and others and define their roles for each major account and add to protocol and add to customer profile
- Report on all out of stock, or special orders or significant increase in orders vs what was planned
- Responsible for certain communication to reps when required or directed by VP BD
- Responsible for e blasts, and other specific mailings
- The above tasks and activities may not be an exhaustive list, it is a guideline for the basic activities covered with this role and aligned with the corporate business’ mission and vision. This role will do all that is required within the official work hours allotted to support the sales effort for Fiberlinks Textiles Ltd. _

**Qualifications**
- 5 years min customer service experience dealing with value-oriented retailers
- Solution provider
- Personable and superior interpersonal skills with customer and internal clients
- Ability to prioritize
- Excellent excel and systems capability
- Influencer
- Good negotiation skills

Bilingual is a must

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

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- RRSP match

Schedule:

- Monday to Friday

Work Location: One location