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Sales support Representative

4 weeks ago

SainteCatherine, Quebec, Canada Professional Staffing Full time

My client is seeking a customer service representative to support after sales process

  • Customer Interaction & Support:
  • Serve as the main point of contact for suppliers and customers, addressing inquiries, concerns, and requests.
  • Provide information on company products, services, pricing, and recycling processes.
  • Resolve supplier and customer complaints, providing prompt and effective solutions to ensure satisfaction.
  • Order Processing & Documentation:
  • Manage incoming and outgoing orders for scrap metal recycling services, ensuring accurate data entry and order fulfillment.
  • Process supplier and customer transactions, including invoicing, payments, and delivery scheduling.
  • Maintain accurate records of customer interactions, orders, and inquiries in the CRM system.
  • Work Orders:
  • Complete work orders based on MSDS of customers, and incoming material from suppliers.
  • Track work orders until completion to ensure completeness of the job.
  • Follow up with work orders to ensure all information has been transferred to finance for commissions calculations.
  • Product & Service Knowledge:
  • Demonstrate a strong understanding of metal recycling processes, and pricing structures to assist suppliers and customers effectively.
  • Educate suppliers and customers on metal types, recycling options, and the environmental benefits of recycling.
  • Advise suppliers and customers on the best practices for delivering and receiving materials to and from the recycling facility.
  • Coordination with Internal Teams:
  • Collaborate with operations, sales, quality control finance and logistics teams to coordinate pick-ups, deliveries, and material processing.
  • Work closely with the plant and yard staff to resolve supplier and customer issues related to service delays, material handling, or processing.
  • Quality Assurance:
  • Ensure that supplier and customer expectations regarding service quality, delivery times, and material processing are met or exceeded.
  • Monitor supplier and customer satisfaction levels and escalate unresolved issues to the appropriate department or manager.
  • Follow up with supplier and customers after service completion to ensure satisfaction and resolve any post-service concerns.
  • Billing & Payment Handling:
  • Address billing inquiries, discrepancies, and payment issues, working with the finance team as needed.
  • Assist suppliers and customers with billing-related questions, including charges for scrap metal quantities and pricing.
  • Customer Retention & Relationship Building:
  • Build and maintain long-term relationships with key suppliers and customers to encourage repeat business and loyalty.
  • Offer personalized recommendations for suppliers and customers based on their recycling needs and past transactions.
  • Promote supplier and customer loyalty programs or new services that could benefit their operations.
  • Problem Solving & Issue Resolution:
  • Address and resolve any supplier or customer service issues, such as service delays, pricing disputes, or quality concerns.
  • Act as a mediator between suppliers or customers and internal teams to resolve conflicts in a timely and professional manner.
  • Proactively identify potential issues and work to prevent customer dissatisfaction.
  • Product Returns & Returns Management:
  • Process any returns of metal materials, ensuring compliance with company policies and environmental regulations.
  • Coordinate the return logistics with customers and the operations team.
  • Market & Industry Knowledge:
  • Stay updated on industry trends, market prices for metals, and recycling regulations.
  • Inform suppliers and customers about changes in market conditions, service offerings, or regulations that may affect their business.
  • Reporting & Feedback:
  • Report on supplier and customer feedback, service issues, and trends to management for continuous improvement.
  • Provide insights on supplier and customer satisfaction and areas of opportunity for service enhancement.

Skills & Qualifications:

  • Strong communication and interpersonal skills, with the ability to handle customer concerns effectively.
  • Knowledge of the metals recycling industry, including scrap types, pricing, and recycling processes.
  • Proficient in customer service software (CRM), Microsoft Office, and other relevant tools.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to handle multiple tasks and prioritize in a fast-paced environment.
  • Detail-oriented with excellent organizational and documentation skills.
  • Bilingual French / English must have
  • Easy going personality.