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Samples Coordinator

2 weeks ago

Brampton, Canada Brampton, ON Full time

**_Job Purpose_**
- Having working knowledge of our business, capabilities, Principals, products and our Customer’s industry and requirements
- Treating customers (internal & external) with professionalism, respect, courtesy & helpful attitude
- Helping customers efficiently, effectively & with accuracy, while utilizing available resources (when required) in order to exceed customer expectations
- Developing and maintaining ongoing relationships with customers that are key to sustaining the profitability of the company
- Actively seeks continuous improvement; including self-development
- Prioritize and manage time effectively to meet internal & external customer expectations and deadlines
- Effective and creative problem solving capabilities; assess the situation, have clear understanding of request to help obtain and determine root cause and assign corrective action

**_Duties and responsibilities_**

**Samples Fulfillment**
- Enter & effectively process customer sample orders (warehouse & direct) with precision & accuracy within Fusion and CRM
- Take responsibility to investigate, assist & retrieve any missing documents from sample shipment (ie: CoA, MSDS, custom documents etc.)
- Take responsibility (ie: request, inquire, follow up) to effectively monitor, replenish and communicate any sample inventory levels/issues or concerns (both internal & external customers)
- Take responsibility (ie: inquire, follow up) & communicate any issues pertaining to customer requested sample delivery dates (both internal & external customers)
- Review, inquire, communicate & adhere to any special customer requirements (both internal & external customers)
- Ability to navigate & retrieve data efficiently from internal systems, as required fulfilling customer sample requirements
- Generate and request/obtain required paperwork for International sample shipments (ie: customs docs, FDA Prior Notice)
- Ability to prioritize, communicate and effectively execute all RUSH sample orders from both internal & external customers
- Take responsibility (review, inquire, update etc.) for initiated, back order and on hold samples within CRM

**Kosher Library**
- Maintain the library holding all of our Kosher (and Halal) Certificates from suppliers
- Request new certificates upon expiry
- Ensure Certificates that we have on hand are available and properly labeled within the library
- Responsible for completion of all requests relative to the Kosher Library
- Sending customers (internal & external) updated certificates on request
- Uploading new certificates received via Supplier or TMC/Marketing

**Customer Complaints**
- May be enlisted to initiate & manage cases pertaining to samples within CRM in order to resolve issues within pre-determined time frame/guidelines
- Seek, inquire/ask appropriate questions of both internal & external customers to obtain necessary information to effectively investigate & respond to the complaint
- Determine & take appropriate immediate action(s) to meet the customers’ needs (ie: send replacement stock)
- Assign actions to appropriate LVL personnel to help resolve issue
- Active & effective communication/follow-up with both internal & external customers
- Acknowledge all complaints within 24hours of receipt (ie: Customer Complaint Acknowledgement letter)
- Assist with implementing & validating corrective/preventative action, if required (ie: update customer profile/remarks) to ensure Customer satisfaction and acceptance (of resolution)

**Administrative**
- Initiate/submit, follow up & communicate with internal & external customers regarding product approvals (NPA) for new products, never been samples before
- Take responsibility to ensure Sample inbox and Sample Queue requests are fulfilled with precision, accuracy and efficiency
- Ability to prioritize, communicate and effectively execute all RUSH sample issues/requests from both internal & external customers
- Effectively respond to all customer sample requests by actively seeking, inquiring/asking appropriate questions of both internal & external customers to obtain necessary information
- Attend all pertinent training sessions, department meetings with active participation, when required
- Actively participate in Department projects
- “Qualify” new customers

**Communication**
- Accountable for open & timely communication with Technical Marketing Supervisor with respect to:

- Vacation requests (ie: E-days)
- Absenteeism (ie: sick days, unplanned)
- Issues & concerns within Technical Marketing and/or internal personnel
- All items listed under Sample Order Fulfillment, Customer Complaints, Administrative & Communication
- Enlist involvement and/or assistance of appropriate LVL personnel, when required, to help resolve and/or address any issues or concerns from both internal & external customers.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Benefits**:

- Dental care
- Vision care

Schedule:

- Monday to Friday