Customer Service Representative

Your Role And Responsibilities
Job Summary:
The Customer Service Representative is responsible to provide outstanding customer service to our internal and external customers. The Customer Service Representative will support in driving profitability through active service excellence, key performance indicators and commercial excellence activities within their region. Successful Customer Service Representatives can expect to follow a career path leading to other roles.

Job Description:
Customer Service Excellence:

• Support and Adhere to HENRI Principles
• Dedicate the first 2 hours of the day for order entry.
• Check email for orders and enter any orders outstanding from the previous day. All orders need to be entered within 24 hours of receipt.
• Review live NSLU/HENRI spreadsheet, update notes and urgent requests
• Review open order report VA05
• Review order shipment status ZVL10U and push through DNs as required
• Attach all documentation to orders
• Review VF04 to release order blocks
• Review VFX3 to resolve and release invoices (Freight, low margin, high margin)
• Review V.23 to release all blocked orders
• Use MMBE and Production scheduler for inventory availability
• Conduct Customer follow ups
• Review credit blocks and product allocation blocks for release
• Process credit card payments, as required
• Update CSR KPI's daily on NSLU/HENRI spreadsheet
• Treat every Friday as month end
• Commitment to 4 Hour Response time with internal / external parties.  This does not mean bring the full resolution but the minimum is to acknowledge the request and let the party know you are working on it.
• Maintain a broad knowledge of product availability (i.e. packaging, lead times, inventory)
• Consignment inventory reconciliation, as required
• Goods issuing orders shipped from third-party warehouses
• Arrange collection of empty containers on behalf of the customer
• Complete administrative tasks and special projects as assigned
• Monitor customer telemetry to determine order entry
• Invoice customers for value-added services
• Upload customer portal invoices daily
• Collect End User Declarations (EUD's)
• Order customer branded labels for warehouses, as required

Build and Retain Customer Relationships:

• Create and Maintain Customer Masters
• Update Customer specific price (CSP)
• Timely invoice adjustments
• Assist with empty container returns
• Promote Brenntag Connect
• Process Customer Complaints and forward to the appropriate party
• Prepare customer required reporting (Open order reports, POD, CofA, customer forms, etc.)
• Answer after hours customer calls, as assigned (on call schedule / cellular phone)

Effectively Manage Email Inboxes:

• File emails that have been dealt with.  Do not keep inbox overflowing so that you cannot organize your day.
• Identify and train a Backup/Buddy System, in collaboration with your Manager
• Effective hand off tasks during absences, communication and outstanding actions.
• Ensure your back up is fully trained and capable to handle your workload in your absence.

Safety:

• Ensure safety is the first priority and that all activities are conducted in accordance with quality, health, safety and environmental management systems as well as corporate and local policies
• Follow processes to prevent misloads, our goal is Zero Misloads
• Record Near Miss reports in Brenntag Operations Outreach (BOO) – Min. 6/year
• Attend and complete monthly virtual safety training
• Participate in Mock drills, as required (example: Fire drill, mock recall, etc.)

YOUR PROFILE
Education and Experience:

• Post-Secondary Education; College Diploma in Business or equivalent would be preferred
• Previous experience in a customer service and/or business administration role (1-3 years)Sound skills in the use of Microsoft Excel, Word, and PowerPoint Previous experience/exposure with ERP systems, preferably SAP, would be considered an asset
• Strong communication and interpersonal skills
• Strong attention to detail and time management skills

OUR OFFER
We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Competitive pay and incentives.
• Health and dental paid by company (with exception of LTD)
• DC pension plan matched 100% by employer up to 6%
• EFAP
• Starting 3 Weeks' Vacation
• Flexible Work Hours
• Gym/Wellness subsidy
• Tuition Reimbursement

Brenntag Canada Inc. is committed to building a workforce that reflects the communities we serve and to promote a diverse, inclusive, accessible, merit-based, respectful and equitable workplace. Brenntag Canada Inc. provides equal employment opportunities to qualified applicants and employees without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status, religion, gender identity, protected veteran status, disability or any other status protected by applicable Canadian, provincial or local law.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Applicable Law's Human Rights Code. Let us know if you require a disability-related accommodation.

Collection of Information

Your personal information is being collected and will be used to determine your qualifications for employment with Brenntag Canada Inc. This collection of personal information is necessary to the proper administration of the application process. Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting. If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.

If you are applying for a role located in the province of Quebec, proficiency in both spoken and written French and English is required. Brenntag is an international company, and this position may involve working closely with colleagues, teams, or partners outside of Quebec.

Brenntag TA Team