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Customer Service Representative

2 weeks ago

Lachine, Canada Brenntag Full time

Job Summary:
The Customer Service Representative is responsible for creating a positive customer experience by providing timely communication based on customer needs. This position is responsible for accurate and prompt processing of customer orders and full order life cycle management: order processing, order management, order changes, cross collaboration required for order fulfillment, and leading all order related communication to the customer.

Job Description:

- Verifies all shipping, billing, pricing, and purchase order information.
- Enters special instructions related to orders, customer requests/code maintenance, and notes.
- Update customer files with quoted pricing, new items, address changes, delivery instructions, etc.
- Communicate and provide necessary support to sales staff while in the field.
- Regularly communicates with internal and external customers on various issues.
- Operates as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary.
- Audits customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other's orders.
- Documents and resolves customer complaints.
- Process customer product returns in a timely manner and in accordance with prescribed and documented procedures.
- Responsible for Compliance, Regulations, and Policy Alignment across daily functions ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures.

Education and Experience:

- 2+ years of experience in Customer Service or similar discipline.
- Chemical Distribution or Manufacturing is a plus.
- Must have the capacity to problem solve, work independently, and consistently demonstrate strong listening, speaking and decision-making skills.
- Excellent interpersonal skills with a passion for collaboration.
- Skilled at working in a fast-paced, deadline-driven environment to prioritize heavy workload and multitasking.
- Dedication to teamwork, customer satisfaction, and results.
- Excellent written/oral communication skills.
- Willingness to work overtime, have on-call hours, or work after hours.
- Keeping calm when on customer calls.
- Experience with Microsoft Office Suite, ERP/CRM systems, and team collaboration tools.

Description du Poste:
Vérifie toutes les informations relatives à l'expédition, à la facturation, à la tarification et aux bons de commande.

Saisit les instructions spéciales liées aux commandes, aux demandes des clients / à la maintenance des codes, et prend des notes.

Met à jour les fichiers clients avec les prix proposés, les nouveaux articles, les changements d'adresse, les instructions de livraison, etc.

Communique et fournit le soutien nécessaire aux équipes de vente sur le terrain.

Communique régulièrement avec les clients internes et externes sur diverses questions.

Travaille en tant que membre d'équipe pour toutes les saisies de données et la prise de commandes, en soutenant les autres Représentants du Service Client si nécessaire.

Vérifie les bons de commande des clients pour les prix, les quantités, les conditions de vente, la date estimée de livraison (le cas échéant), le transporteur, les instructions spéciales d'expédition et contrôle les commandes des autres.

Documente et résout les plaintes des clients.

Traite les retours de produits clients de manière rapide et conformément aux procédures prescrites et documentées.

Responsable de la conformité, des réglementations et de l'alignement des politiques dans les fonctions quotidiennes, en veillant à ce que le service fourni à nos clients respecte les attentes en matière de sécurité, de qualité et de réglementation, ainsi que toutes les autres politiques et procédures pertinentes de l'entreprise.

Éducation et Expérience:
Plus de 2 ans d'expérience dans le service client ou un domaine similaire.

Une expérience en distribution chimique ou en fabrication est un plus.

Doit avoir la capacité de résoudre des problèmes, de travailler de manière autonome et de démontrer constamment des compétences solides en écoute, en communication et en prise de décision.

Excellentes compétences interpersonnelles avec une passion pour la collaboration.

Compétence pour travailler dans un environnement dynamique et axé sur les délais, afin de prioriser une charge de travail importante et de gérer le multitâche.

Engagement envers le travail d'équipe, la satisfaction client et les résultats.

Excellentes compétences en communication écrite/orale.

Disponibilité pour effectuer des heures supplémentaires, être en astreinte ou travailler en dehors des horaires habituels.

Savoir garder son calme lors des appels avec les clients.

Expérience avec la suite Microsoft Office, les systèmes ERP/CRM et les outils de collaboration en équipe.

OUR OFFER

We aim to create an environment where the best peop