Bilingual Customer Service Representative

2 weeks ago

Montréal, Canada Olivieri Foods Full time

**Position Summary**

As a member of the Customer Service Team, the Customer Service Representative (CSR) is the single point of contact for the order to delivery process for an assigned customer or business unit. The CSR manages the customer relationship, works with the sales team and cross-functional peers to execute the customer order fulfillment to delivery process. Additional responsibilities include; managing customer orders through monitoring draw versus forecast, allocating inventory, executing against order programs and policy, managing customer penalty deductions and investigations/works with customer to reverse and correct root cause.

**Key Responsibilities**
- Is the key contact for customer Buyer for orders, logistics and inventory flow challenges for all day to day activities with assigned customer or business unit
- Manages customer communications on any shorts or inventory issues related to shipments
- Proactively addressing out of stock or product shortage issues, executing allocations
- Manage requests for customer claims and returns, balancing customer requirements with day to day business objectives. The process includes validation of claims, customer negotiation, and holding plants/distribution accountable to address root cause along with escalating issues that are not quickly resolved or are on-going.
- Leads or co-leads projects/process to resolve short and long term customer issues or initiatives
- Continually looks for ways to improve processes with customers in a way that is aligned with policies and procedures and appropriate controls. Ensures pricing requested by customer is correct prior to releasing orders
- Develops and maintain strong customer profiles and SOP’s
- Develop and maintain a strong customer relationship across various functional areas with both internal and external customers
- Work in conjunction with sales to ensure customer strategic vision and logístical needs are met or exceeded
- Ad hoc reporting to support processes or process improvements

**REQUIRED SKILLS AND KNOWLEDGE**
- Develop and maintain Customer profiles and specific SOP’s.
- Maintenance of key customer scorecards to track service performance.
- Responsible for the customer relationship for assigned key account(s).
- Responsible for monitoring customer orders against policy
- Ensure that inventory allocations are executed accurately; customers are drawing to forecast
- Accountability and strong management of claims related to assigned accounts.

**EDUCATIONAL BACKGROUND**
- University Undergraduate Degree, College Diploma or equivalent experience
- 3 to 5 years various Supply Chain experiences
- Fully Bilingual English/French with strong communication skills - written and verbal
- System Knowledge: Proficient in Microsoft Office, Excel in particular; experience in SAP an asset

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Montréal, QC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you ok with Hybrid working arrangement 2 in / 3 work from home?
- What are your salary expectations?

**Experience**:

- Customer service: 3 years (required)
- Supply Chain: 3 years (preferred)

**Language**:

- French (required)

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