Customer Service Representative

Canada - QC

Customer Service Representative
Full-Time, Permanent
Any of the following Provinces: QC
Graymont is seeking a bilingual (English & French) Customer Service Representative to ensure exceptional customer experiences through effective coordination and communication. Reporting to the Customer Service Manager, the role involves supporting customer relationships, processing orders accurately, maintaining records in Salesforce, coordinating with internal teams, and collaborating with sales and plant operations to ensure timely delivery. The CSR will also address customer concerns and contribute to ongoing service improvements, demonstrating strong customer relationship skills and a proactive attitude.

Responsibilities
Customer Relationship Support & Service Operations

• Customer Engagement: Act as the primary contact for customers, ensuring strong relationships and responsive support.
• Cross-Functional Communication: Coordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flow.
• Issue Resolution: Handle inquiries and complaints promptly, identify recurring issues, and support continuous service improvement.
• Customer Insights: Gather and share customer feedback to enhance service and satisfaction.
• Operational Support: Help maintain SOPs, KPIs, and assist in training and supporting other team members.

Order & Logistics Coordination

• Coordinate communication between customers and internal teams (sales, invoicing, operations, logistics).
• Address inquiries and complaints efficiently, escalating recurring issues for long-term resolution.
• Gather and relay customer feedback to improve service quality and customer experience.
• Support maintenance of SOPs, KPIs, and assist in onboarding or guiding other team members as needed.

Demand & Supply Planning Support

• Communicate customer and order trends to support accurate volume forecasting and business planning.
• Contribute to S&OP meetings, offering insights to improve demand and supply alignment.
• Support contingency planning by identifying supply alternatives during outages or plant disruptions.

Sales Support & Collaboration

• Assist the commercial team as needed.
• Coordinate customer-specific projects.
• Maintain accurate customer master data.

Qualifications

• Education: Associate degree or diploma in Business, Logistics, or related field.
• Professional Experience: 3-5 years in Customer Service, Sales Support, Logistics Coordination, or similar roles preferred.
• Technical Requirements:
• Experience with ERP systems (JD Edwards, SAP, etc.) and TMS platforms preferred.
• Familiarity with Salesforce or other CRM tools is a plus.
• Exposure to business intelligence tools like Cognos is advantageous.
• Travel Component: Ability to travel 5–10% within North America; must reside within a reasonable distance from an airport.
• Schedule Flexibility: Willingness to work occasional after-hours, weekends, and holidays as needed
• Communication: Bilingualism is required for this role (English & French)

Who You Are

• Customer Focus: You prioritize understanding and meeting customer needs, delivering solutions that exceed expectations and build lasting satisfaction.
• Problem Solving: You tackle complex challenges with practical, creative solutions, using experience and intuition to assess feasibility.
• Effective Communicator: You are an active listener who can communicate effectively with different audiences in diverse situations.
• Teamwork: You thrive in a multi-disciplinary team environment and believe that we can get further, faster by working together.
• Effective Time-Management: You effectively prioritize tasks and manage your time to ensure deadlines are met.

Who We Are
Founded in 1948, Graymont is a trusted global leader in essential calcium-based solutions. Professionally managed and family-owned, we proudly serve a wide range of markets, customers, and communities throughout North America and Asia Pacific. Graymont is also the strategic partner of Grupo Calidra, the largest lime producer in Latin America.

Graymont's strategy is anchored in its strong commitment to its core values of integrity, respect, teamwork, innovation, excellence, accountability, and long-term perspective.

Central to our philosophy is a long-term approach to our business, built on a solid commitment to sustainable growth and focus on decarbonization, all of which is embodied in our mission statement: Contributing to a decarbonized world by providing essential lime and limestone solutions.

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