Customer Service Representative

Joining the team at SC Johnson Professional® makes you part of a family company with a deep history in the professional market as a leading manufacturer of skin care, cleaning and hygiene products and smart technologies. We’re a team of more than 1,000 employees across five continents providing solutions to healthcare, industrial and institutional markets across the world.
- SC Johnson Professional®
is a business unit within SC Johnson, a family-owned and led company and leading manufacturer of quality, trusted products since 1886.
- POSITION PURPOSE:

- To provide professional and efficient customer service by responding to customer requests, problems and inquiries in a timely manner.
- To communicate with all departments within SC Johnson Professional in a friendly, professional and efficient manner, ensuring that the customer’s best interests are always kept in mind.
- SKILLS, KNOWLEDGE AND EXPERIENCE REQUIRED:

- SAP S4 Hanna Experience an asset
- Knowledge of SC Johnson Professional products and product codes, delivery and pricing terms. Knowledge of competition's products helpful. (Gained through experience.)
- Computer skills in company-personalized computer software programs, acquired through on-site training.
- Mathematical skills required calculating freight charges and other calculations as necessary.
- Organizational skills to ensure filing is completed accurately.
- Interpersonal skills to screen calls and deal with or refer queries/complaints/orders from distributors/customers in person and/or telephone.
- Listening and verbal communication skills to accurately take distributor/customer orders by telephone and in person.
- Written communication skills for responding to customer inquiries.
- Good knowledge of spelling, punctuation and grammar to proofread and edit work (own and others).
- Grade 12 or equivalency gained through alternate education
- Exceptional conflict resolution, negotiation and objection handling skills
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Able to effectively communicate both verbally and in writing
- Able to work well under pressure
- Ability to deal with customers sensitively, tactfully, diplomatically and professional at all times
- Computer literate, including experience with ERP systems.
- MAIN DUTIES AND RESPONSIBILITIES:

- Enter sales orders and credit note requests for designated accounts into SAP network computer system
- Take customer / distributor orders and answer or refer queries regarding pricing and shipping details for designated accounts.
- Issuing return orders and managing follow ups
- Complete Sample orders for sales staff stock and arrange shipments.
- Locate back-up paperwork for designated accounts that have invoicing discrepancies, as requested.
- Type letters for customer/distributors requesting literature, price lists, dispenser parts and keys for designated accounts. Gather material to forward with covering letter.
- Ensure all back-orders and errors are rectified to the satisfaction of customers/distributors and company policy for designated accounts.
- Process bills of lading for outside carrier shipments for designated accounts.
- Report and follow-up claims with freight companies for designated accounts.
- Assist Sales Manager and Sales Office Manager with Tenders and Request for Quotations - Summarize tenders and draft pricing responses for review by Managers
- Back up to scheduling third party dispenser installations
- Some customer maintenance in CRM program, SalesLogix as requested by Sales Office Manager
- Respond to general website inquiries
- Assist with pricing updates and associated communication.
- Must become familiar with the rules and safety programs applicable, follow prescribed health and safety policies and procedures and participate in the process of identifying, reporting and assisting in eliminating risks to health and safety in the workplace.
- Any other duties as assigned by Supervisor.
- RESULTS OF ERRORS/ KEY PERFORMANCE INDICATORS:

- Errors in entering distributor/customer orders/invoices/credit notes/packing slips have potential for customer dissatisfaction and some loss of business.
- Errors could result in incorrectly filled orders or customer requests, shipping delays picking up of product sent in error, extra costs incurred if product has to be sent by outside courier to cover an error. This all could lead to poor customer relations, customer dissatisfaction and potential loss of business, as well as incurring unnecessary costs for the company.
- Errors could result in a breach of confidentiality.
- HOURS OF WORK:

- 7.5 hours per day = 37.5 hours per week. Normal hours of work are 8:00 am to 4:00 pm with a one-half hour unpaid lunch break, from Monday to Friday. Employee is eligible for overtime, which is worked as required.
- MACHINES, TOOLS AND WORK AIDS USED:

- Computer with company-personalized software, computer printer