Customer Service Representative

**WHY DO WE NEED YOU?**

At BP Canada, we are proud to be part of Saint-Gobain, a world-renowned building materials company. With a heritage of 360 years of innovation and continuous growth, Saint-Gobain is at the forefront of lightweight and sustainable construction. We have built our reputation through our pioneering product development and commitment to environmental responsibility in the construction and industrial markets.

Our dedication to excellence has earned us recognition as a Top Employer in North America for the tenth consecutive year, an honor shared by only 17 companies worldwide. This prestigious title underscores our status as one of the best places to work in North America.

Reporting to the Senior Manager of Supply Chain & Customer Service, the Customer Service Representative is a key player in daily operations of the customer service team. The role involves collaboration, reporting and driving customer service excellence. It serves as a key contact for customers and many internal departments.

The position focuses on ensuring timely and accurate processing of orders, resolving inquiries and coordinating with internal departments to meet customer expectations. The Representative also plays a key role in reporting, analyzing, participating in cross-functional meetings and driving continuous improvement initiatives aligned with company values and performance goals. This position is located at the BP Canada Lasalle Headquarters.

**DUTIES AND RESPONSIBILITIES**

**Customer Service Excellence**
- Receive, enter and manage customer orders in SAP system.
- Monitor order status and proactively communicate delays or changes.
- Monitor pricing & promotion updates to ensure proper order entry.
- Flexibility in work schedule may be required to support nationwide service coverage.
- Ensure compliance with procedures and timely, accurate order fulfillment (on-time and in-full).
- Provide backup coverage for other team members Customer Service representatives and management.
- Partner with Sales, Logistics, Operations, Supply Chain and other Saint-Gobain business units to ensure a superior customer experience.
- Maintain continuous communication regarding customer orders, product availability, and return requirements.
- Coordinate returns with Quality/Pricing/Planning/Logistics, ensuring proper documentation and cost mitigation for claims and mis-shipments.
- Attend Sales and Manufacturing meetings as needed

**Technology & Process Improvement**
- Maximize the use of SAP ERP, Salesforce and other technology solutions to enhance performance; research, recommend & collaborate with other business units for system improvements.
- Participate in process design and continuous improvement initiatives to optimize service delivery and cost efficiency.
- Generate and analyze reports to monitor performance and proactively address recurring issues.

**Compliance & Documentation**
- Manage and maintain accurate documents in accordance with company internal control measures.
- Maintain training documents, quick start guides and customer service procedures.
- Develop & ensure the department adheres to standard operating procedures through regular audits and quality assurance reviews.
- Provide leadership with reports on customer service performance as required.
- Perform other related duties and responsibilities as assigned by management.

**IS THIS JOB FOR YOU?** QUALIFICATION AND SKILLS REQUIRED**
- Post-secondary education and/or a minimum of 3 years of experience in the construction or manufacturing industry.
- 3-5 years of experience in a customer service or call center environment.
- Proven customer support experience in a manufacturing setting.
- Strong computer proficiency, particularly with Microsoft Office and ERP systems.
- Familiarity with SAP and/or Salesforce is considered an asset.
- Strong product and market knowledge is considered an asset.
- Excellent communication, presentation and interpersonal skills.
- Ability to communicate effectively and professionally at all levels.
- Demonstrated ability to handle customer conflict and high-tension situations with positive outcomes.
- Strong leadership abilities.
- Ability to provide customer-focused leadership and drive innovation.
- Proven track record of delivering results and managing multiple priorities.
- Strong organizational, prioritization and problem-solving skills.
- Ability to resolve disputes equitably and maintain customer satisfaction.

**TO MAKE SURE NOTHING IS FORGOTTEN**

We offer unique options that fit your unique lives Our Total Rewards program is a comprehensive wellness solution.

The exceptional programs and benefits we offer include the following:

- Excellent healthcare options: medical, vision, prescription, and dental care
- Work-life balance: parental leave, paid time off, and employee assistance program
- Financial security: company-funded defined contribution pension plan, registered retirement savings plan (RRSP), deferred p