Customer Support Coordinator

**Job Description**:
**Position**:Customer Support Coordinator (6 month contract)

**Primary Location**:Montreal, Qc, Canada or Toronto, ON, Canada

**Schedule**:Hybrid work based out of the Anjou Office (7905 Boul Louis-H.La Fontaine, Anjou QC H1K4E4) or hybrid from our Toronto ON office.

**Reports To**:Customer Service Supervisor

**Compensation**:_ _**$20.00 per hour
- Chemtrade is committed to delivering innovative solutions that address the complex challenges faced by our customers. As a responsible corporate citizen, we prioritize safety, sustainability, and environmental stewardship in all aspects of our operations. Our talented and diverse workforce is at the heart of our success, as we recognize that their knowledge, skills, and dedication drive our ability to deliver exceptional products and services. At Chemtrade, we believe in creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. By putting people at the center of our operations, we build strong connections, nurture innovation, and create a fulfilling work experience for all._

**About this Role and About You**

The Customer Support Coordinator (CSC) is the primary point of contact for customers, managing all customer service activities. This role serves as the liaison between customers and internal cross-functional teams to meet customer requirements, address non-conformances, and process orders.

***THIS IS A TEMPORARY 6 MONTH CONTRACT POSITION**

**Job Duties & Responsibilities**

**Customer Support**
- Deliver exceptional customer service to both internal and external customers.
- Identify and confirm customer needs and requirements.
- Receive and enter orders; complete all related documentation from order creation to invoicing.
- Verify that purchase orders align with Chemtrade’s pricing, terms, and conditions; send PO acknowledgements.
- Communicate order changes to customers for approval and alignment.
- Ensure a Product Delivery Instruction (PDI) is completed before first delivery and updated every 3 years.
- Follow all risk management and compliance processes.
- Report incidents to Operations and Transportation Managers; log non-conformances per ISO procedures.
- Respond to customer inquiries on service issues, including technical, quality, and sales-related matters.
- Communicate delivery, safety, production delay, or carrier performance issues to stakeholders.
- Maintain SAP/S4 contract data as required.
- Investigate invoice discrepancies in collaboration with Accounting, Customers, and Sales.
- Liaise with third-party suppliers to fulfill orders.
- Maintain and update customer records; provide insights on customer and competitive activities.
- Take ownership of customer issues through resolution and follow-up to ensure satisfaction.
- Meet service-level agreements and maintain high customer satisfaction ratings.

**Product Planning**
- Monitor customer tank levels via telemetry and manage inventory accordingly, factoring in scheduled shutdowns.
- Coordinate with Supply Chain to ensure product continuity during seasonal or annual production outages.
- Collaborate with the Commercial team to secure third-party product supply when needed.

**General Responsibilities**
- Meet month-end deadlines by completing assigned tasks accurately and on time.
- Cross-train and act as backup for other CSCs across product lines.
- Post goods issue for customer shipments daily.
- Upload documents to DMS/SharePoint.
- Support Customer Experience and Excellence initiatives.
- Represent Customer Service in cross-functional initiatives.
- Perform additional duties as assigned within the Customer Service scope.

**Qualifications**
- Minimum 2 years of customer service experience (supply chain experience preferred).
- Bilingual French and English
- Bachelor’s degree or equivalent combination of education and experience.
- Availability for rotating on-call support across regions and time zones.
- Comfortable working in a hybrid environment.
- Proficient in Microsoft Office Suite.
- Experience with SAP or other ERP systems preferred. Order entry experience
- **Physical Demands & Work Environment**
- Prolonged periods of sitting in an office environment.
- Must be fit for duty.
- Ability to work effectively in a dynamic hybrid environment.
- Adherence to safety requirements is mandatory.

**What Chemtrade Offers You**
- Embracing Diversity, Maximizing Results_

At Chemtrade we are committed to cultivating a work environment that embraces and values the unique qualities of every employee. We believe in harnessing the richness of diverse talents, ideas, backgrounds, experiences, and perspectives to drive our business forward. Our vision is to create a workplace where all individuals feel respected, empowered, and inspired to contribute their experiences, ideas, and perspectives.

In our culture, we celebrate multiple approaches and viewpoints. To foster an inclusive environment, we act