Customer Service Administrative Support

2 weeks ago

PointeClaire, Canada Sika Corporation Full time

Sika Canada is a wholly owned subsidiary of the Sika Group. The company develops and manufactures special construction products for the building and civil engineering sectors, which include concrete repair, protection and structural reinforcement, sealing and bonding, waterproofing, concrete admixtures and additives (ready-mixed concrete, precast concrete, shotcrete, etc.), industrial, commercial and institutional flooring and roofing systems. Sika Canada is also active in the home improvement and consumer solutions market with a range of specific products. The Industrial Products Division develops sealing, bonding and protection solutions for the railway, automotive, truck, industrial body and other OEM markets, windshield replacement, shipbuilding, appliances and equipment, fenestration, etc. Sika Canada has regional offices and industrial sites in Quebec, Ontario, Alberta and British Columbia and employs over 400 people in Canada. The company is ISO 9001 - 14001 certified and a member of the Canada Green Building Council (CaGBC).

**Exciting Challenges**
- Under the mandate of the Vice-President Customer Experience and in collaboration with the Customer Service Team Lead, this Customer Service Representative role is oriented towards a more administrative function. In this role, the CSR will be responsible for a variety of tasks

**We Need Your Skills**
- **OVERVIEW**

Under the mandate of the Vice-President Customer Experience and in collaboration with the Customer Service Team Lead, this Customer Service Representative role is oriented towards a more administrative function. In this role, the CSR will be responsible for:

- Processing customer orders and supporting the Customer Service team by completing transactions to ensure the highest level of customer satisfaction.
- Entering customer orders and coordinating with Production and/or Inventory Planning to ensure that customers receive their products on-time.
- Communicating regularly with Sales Representatives in each target market to support customer needs.
- ** PROCEDURES**
- Enter orders, complete debit/credit transactions, process payments, provide samples and complete returns good authorizations to close customer files.
- In each order, verify products, quantity, pricing, shipping dates and special requirements including export documents and technical documents where necessary.
- Coordinate with Team Leads, Production and Inventory Planning to ensure that products are delivered on-time.
- ** PERFORMANCE MEASURES**

A Customer Service Representative’s performance is evaluated according to the following criteria:

- Annual performance evaluation
- Meeting Key Performance Indicators as established for the Customer Service department
- Internal audits of orders and Key Accounts
- ** QUALIFICATIONS**
- DEC/College degree with a minimum of 2 years’ experience in Customer Service
- Experience with SAP would be a strong asset
- Experience with Salesforce would be an asset
- Must have excellent computer skills (Microsoft Office Suite)
- Follow Sika’s training applicable to the position including SMS, Health and Safety, Environment
- ** REQUIREMENTS**
- Fully bilingual (English and French) spoken and written
- Excellent interpersonal skills.
- Excellent oral and written communication skills.
- Willing to upgrade skills and follow training
- Strong ability to work under pressure.
- Excellent organizational, time management and priority management skills.
- Must be a team player.

**Job Category**
- Assistance / Administration / Support, Customer Service

**Job ID**
- 12819BR

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