Customer Service Rep

JOB SUMMARY
The Customer Service Representative reports to the Customer Service Manager at Protemp.

MAJOR RESPONSIBILITIES/ACCOUNTABILITIES
Health and Safety
- Create and maintain a culture of Safety First.
- Works with the Health & Safety Department to ensure implementation of Toro Aluminum’s safety program and adherence to all safety requirements.
- Report any known workplace hazards or violations of the Act to promptly in line with Company process.

Technical/Function
- Manage orders for the following but not limited to: Toro Group - all group intercompany orders, Service, 3rd party orders
- Import EDI orders, transferring files from EDI (A+W) Alfak, update status, delivery date
- Validate pricing and confirm system price with the current quotation
- Validate all orders through matching and checking purchase orders with printed order confirmation for PO Number, Project Name, Price, Specifications and makeup, Quantity, Dimensions, minimum square foot, and surcharges
- Validate and release into production
- Enter changes to orders (ie. cancelling, quantity or size revisions and updating the order when necessary)
- Release the order/s into production,
- Entry of replacement orders of defective glass
- Identify, investigate, and escalate any pricing discrepancies
- Process/enter and manage Sample order requests until picked up or shipped
- Calculate and provide ad-hoc quotes for non-project or replacement orders
- Source and distribute drawings as required (ie. Programming, fabrication lines, cutting)
- Provide Shipping Department with instructions for crated orders
- Review past due orders and follow up with scheduling/production team as required
- Escalate and follow up re rush order or special requests
- Communicate with customers regarding status of orders
- Provide copy of replacement orders with attached copy of the invoice for Accounts Receivable to process credit note as applicable
- Enter and process purchase orders for customer orders that are being purchased out
- Other duties as assigned

Internal/External Customer Service
- Builds and maintains strong relationships with Toro internal departments, external vendors, and Toro Aluminum stakeholders
- Being proactive in identifying issues and helping to address these to best serve the needs of customers

Administration
- Provide back up to Receptionist during absences (phone coverage, courier shipments, and entering Purchase Orders)

EDUCATION AND QUALIFICATIONS
- Bachelor's degree/College Diploma in Business Administration, or a related field.

EXPERIENCE
- 3-5 years Customer Service and Order Management experience in a manufacturing organization
- 1-3 years of experience in the aluminum/window/glass/doors or related industry
- Ability to understand technical information and read drawings/measurements
- Strong attention to detail with a high level of data entry accuracy
- Ability to adapt to changing priorities and business needs

SKILLS
- Able to work with A+W (ERP) system
- Strong computer skills including MS Office (excel)
- Superior time-management skills, multitasking skills, and the ability to prioritize tasks
- Strong problem identification and problem resolution skills
- Able to work collaboratively within a small team and demonstrate flexibility with job tasks

DEMONSTRATE COMPANY VALUES
- Do what you say - act with integrity so our customers and internal partners trust us to deliver results.
- Get it done - find solutions to ensure the job gets done right.
- Be better every day - take pride and be passionate about improving our business, safety, and quality and strive to be the best.
- Think big picture - think long-term, be strategic and have a vision. Your investment in our business, is critical to our success.
- Build strong relationships - value our employees, suppliers, and advisors as an essential part of our business. Develop and maintain strong relationships with our customers, contractors and stakeholders.

INDHP