Msc - Puma Customer Experience Representative

JOIN OUR TEAM

Metro Supply Chain is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.

The Customer Experience Representative carries out all customer service activities such as responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. Other responsibilities include phone duties, greetings visitors, scheduling, and other clerical duties as directed by the immediate supervisor.

MAJOR RESPONSIBILITIES
- Process and input all customer orders including the coordination of last-minute shipping requests with the traffic department
- Furnish shipping and tracing information to customer as required
- Maintain damage goods record and back-order logs
- Handle returned products in an efficient manner and assure proper credit is given to the customer
- Trace orders as required and notify customers of any activity concerning their merchandise
- Assure proper invoicing of accounts by verifying computer-generated invoices
- Maintain good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc, in a courteous and efficient manner
- Report customer feedback to management, including any signs of customer dissatisfaction
- Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes
- Oversee all paperwork associated with orders and maintain the corresponding files
- Maintain a current and accurate procedure book which details the processing requirements for each account
- Answer phone calls and operate various types of office machines and computers necessary to perform duties
- Effectively correspond with customers as required
- Prepare any reports concerning customer service activities as required by supervisors
- Promote a clean, safe and positive work environment
- Other duties as required.

**EDUCATION/EXPERIENCE**:

- Two-year College or one-year related experience and/or training; or equivalent combination of education and experience
- 2 years general office experience, including telephone techniques and computer skills, in a customer service environment is required.

**CORE COMPETENCIES**:

- Proven communication skills both verbal and written in English
- Thorough knowledge of office equipment, including MS Word/Excel.
- Knowledge Pack manager is an asset.
- Service oriented with strong customer interaction skills and commitment
- Ability to make sound decisions independently to obtain desired results
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.