Customer service representative- Sales Operations

POSITION OVERVIEW

The Customer Service Representative (CSR) is responsible for processing orders and subsequent follow up with customers. The incumbent acts in a proactive manner to ensure prompt service and solutions to customers. He/She handles and resolves customer queries in a professional manner.

The customer service representative will report to the Customer Service Supervisor.

RESPONSIBILITIES & ACCOUNTABILITIES

· The Customer Service Representative (CSR) ensures that orders are received and processed in an accurate and timely manner. The incumbent monitors his/her respective customer orders daily, taking action to resolve any potential issues. This includes but is not limited to; highlighting discrepancies between planned and requested production to the production planner, ensuring order revisions and/or cancellations are processed in an accurate and timely manner, advising customers of potential issues as soon as they are discovered.

· The incumbent is accountable for ensuring superior customer satisfaction through continuous customer relationship building, performing sales support duties and through management of customer orders within the order fulfillment process.

· The incumbent works in conjunction with our Sales team by performing key support functions and developing opportunities within the existing customer relationships.

· The incumbent creates, maintains and distributes monthly reports as requested by customers or management for further analysis and decision making.

· The incumbent reads call reports pertaining to his/her customer base and takes appropriate action through the proper channel be it on their level, production planning, transportation, sales and/or management.

· The incumbent also maintains customer database up to date regarding notes, contacts, and paper specifications (order templates).

· The incumbent is expected to keep abreast of any changes to customers, products and new procedures. He/She suggests any potential improvements to the current processes and systems and participates in any training sessions or projects with the goal of improving the customer experience. The Customer Service Representative updates the standard operating procedures and other related documentation when a change is made or a new process or practice is implemented.

· The CSR replaces other members of the department during vacation period.

· Ensure accurate order entry processing.

· Work in close collaboration with Sales personnel, Production Planning, Transportation and Marine Coordinators to ensure efficient order processing and delivery.

· Keep abreast of customer base, including forecast, ordering pattern, specifications and service level requirements.

· Verify forecast and highlight variances to their immediate Supervisor and Sales personnel, when appropriate.

· Follow and document department processes and procedures and provide input and suggestions for potential customer service improvements.

ACADEMIC QUALIFICATIONS

· University degree in business administration or any other equivalent field of study.

EXPERIENCE

· Minimum of 3 years of experience in a manufacturing environment

· Experience is dealing with paper products (an asset)

· Experience in customer service

SKILLS AND ABILITIES

· Excellent customer service skills;

· Good personal leadership skills;

· Able to work in a fast-paced and multi-task environment.

· Ability to organize, prioritize and work with tight deadlines.

· Strong communication skills;

· Team player;

· Advanced knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.).

· Knowledge of JDEdwards or in any ERP system (as asset).

· Strong analytical skills and knowledge of Power BI.

· Inspire collaboration within the team and act as a resource person for colleagues.

· Demonstrate initiative and proactivity in problem-solving and process improvement.

LANGUAGES

· Bilingual, both oral and written (English and French)

Knowledge of English is required for this specific position as Kruger deals with partners across North America and the successful candidate will be required to communicate frequently with them. Kruger has taken all reasonable steps to avoid imposing English language requirements, including assessing the actual language needs associated with the duties to be performed, ensuring that the language skills already required of other employees were insufficient for the performance of those duties, and limiting as much as possible the number of positions with duties requiring English language skills.