Customer Service Specialist

2 weeks ago

Scarborough, Canada Cosmetica Laboratories Inc. Full time

The Customer Service Specialist will work to meet and exceed customer and CLI expectations by ensuring all current products are accurately planned and managed from order entry to final shipment as well the shipment of product launches.

The Customer Service Specialist is accountable for the overall Service and cost effective execution resulting in customer satisfaction.

**Key Accountabilities**:
**New Product Development**
- Have full visibility of projects of new products for the client.
- Manage order after production is completed ensuring samples, documentation, communication with carriers, communication with warehouse, and communication to client related to shipment.

**Order Management**
- Manage order after production is completed ensuring samples, documentation, communication with carriers, communication with warehouse, and communication to client related to shipment.
- Coordinate and manage the entire “reorder” process for existing projects, ensuring proper BOM (Bill of Material) is provided, initiate any necessary ECN’s (Engineering Order Notification) as required to update information and monitor process until order completion.
- Maintain Promise Ship date accurate in the system
- Communicate order status to client and ensure all deadlines are met.
- Update Sales on any challenges related to delivery the products.
- Ensure proper tracking and maintenance of accurate records on all transactions with clients, documenting any changes.
- Communicate internally and externally on a required basis, any changes, modifications or additional requirements and manage conflict through solution oriented alternatives. Involve all parties as required and coordinate all necessary meetings.
- Request shipment to Shipping department.

**Client Inventory Management**
- Report to clients excess and obsoletes, as well shortage risks in a regular basis.
- Manage, communicate and ensure collection of clients liabilities related to ECN’s.

**Other**
- Attend CSOP (Contract Manufacturer Sales and Operations Planning) meetings.
- Support continuous improvement initiatives.

**Skills, Experience and Education Required**:

- Post-secondary education and/or equivalent work experience in a customer service environment preferably in cosmetics
- Minimum 1 to 3 years customer service experience; ideally within the cosmetic industry
- Superior organizational skills with the ability to multi-task
- Excellent communications skills (verbal and written)
- Motivated to exceed expectations and pro-active rather than reactive
- Ability to manage customer expectations rather than be managed by customer
- Customer service oriented and a team player
- Excellent computer and analytical skills in Word and Excel
- Resourceful and solution orient
- Desire to learn but not afraid to roll up sleeves and do what it takes to get the job done

**Nice to Have(s)**:

- An understanding of the manufacturing process and experience in the cosmetic industry, is an asset.

**Job Types**: Full-time, Permanent

Additional pay:

- Bonus pay
- Overtime pay

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

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