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Customer Service Representative

job details

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    job details
    Your challenge!Reporting to the Customer Service Supervisor, the  Customer Service Representative’s mission is to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service. You enter orders and document customer records in accordance with established procedures, rules and standards. You resolve any problems or order changes by collaborating with key stakeholders. You initiate the creation of material delivery documents in a way that respects your business partners' ability to meet demand. Finally, you provide a high-quality service to all your customers and suppliers by offering them customized solutions that target their needs and guarantee their satisfaction in order to maximize Cascades’ sales and profitability.Individual responsibilities

    Accountable

    Ensure fast and efficient handling of the need or order so as to satisfy the customer or supplier

    Follow up on the order or need, from handling to delivery or conclusion

    Responsible

    Perform real-time order entry and apply customer service procedures and standards

    Document your customer or supplier files based on customer service processes and business rules

    Create and maintain professional relationships with your customers and business partners

    Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary

    Establish the level of an order or break down orders or needs in accordance with business rules

    Validate the status of orders or material supplies and communicate it to customers or suppliers

    Place orders according to customer consignment and replenishment inventory levels

    Apply discounts and surcharges as required

    Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status

    Ensure the accuracy of prices and order data, or customer or supplier material supply in the system

    Initiate the creation of order delivery documents in compliance with the capacities and coordinate shipments and transport usage in an optimal and economic way

    Update customer on inventory status, delivery dates and other specific material order or supply requirements.

    Manage backorder processing, in accordance with guidelines

    Create returns (follow up on the order or need, from handling to delivery or conclusion)

    Experiences and strengths

    DEC (college diploma) in administration and/or operations management or equivalent experience

    2 to 5 years of relevant experience in a manufacturing sector

    Proficiency with various computer tools including Microsoft Office and SAP

    Proficiency in French and English that allows you to express yourself clearly and concisely

    Ability to act and react quickly while working on a number of files at the same time

    Collaborative spirit needed to work closely with all team members

    Customer-centric approach and excellent communication and listening skills

    Ability to work independently

    Ability to adapt quickly and a high level of agility in order to respond to the various stakeholders’ needs

    Ability to develop a deep understanding of the operational context, customer businesses and Cascades' value proposition

    Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment

    Ability to multi-task and provide multi-service support (phone, email, online systems)

    Exemplary rigour in carrying out your responsibilities

    Core competencies defined for this jobClient-focusFlexibility and ability to adaptRigourActive listeningAutonomyAction-based focus

    Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.

    #LI-KG1 #LI-CANADA #LI-HYBRID

     

    Your challenge!Reporting to the Customer Service Supervisor, the  Customer Service Representative’s mission is to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service. You enter orders and document customer records in accordance with established procedures, rules and standards. You resolve any problems or order changes by collaborating with key stakeholders. You initiate the creation of material delivery documents in a way that respects your business partners' ability to meet demand. Finally, you provide a high-quality service to all your customers and suppliers by offering them customized solutions that target their needs and guarantee their satisfaction in order to maximize Cascades’ sales and profitability.Individual responsibilities

    Accountable

    Ensure fast and efficient handling of the need or order so as to satisfy the customer or supplier

    Follow up on the order or need, from handling to delivery or conclusion

    Responsible

    Perform real-time order entry and apply customer service procedures and standards

    Document your customer or supplier files based on customer service processes and business rules

    Create and maintain professional relationships with your customers and business partners

    Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary

    Establish the level of an order or break down orders or needs in accordance with business rules

    Validate the status of orders or material supplies and communicate it to customers or suppliers

    Place orders according to customer consignment and replenishment inventory levels

    Apply discounts and surcharges as required

    Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status

    Ensure the accuracy of prices and order data, or customer or supplier material supply in the system

    Initiate the creation of order delivery documents in compliance with the capacities and coordinate shipments and transport usage in an optimal and economic way

    Update customer on inventory status, delivery dates and other specific material order or supply requirements.

    Manage backorder processing, in accordance with guidelines

    Create returns (follow up on the order or need, from handling to delivery or conclusion)

    Experiences and strengths

    DEC (college diploma) in administration and/or operations management or equivalent experience

    2 to 5 years of relevant experience in a manufacturing sector

    Proficiency with various computer tools including Microsoft Office and SAP

    Proficiency in French and English that allows you to express yourself clearly and concisely

    Ability to act and react quickly while working on a number of files at the same time

    Collaborative spirit needed to work closely with all team members

    Customer-centric approach and excellent communication and listening skills

    Ability to work independently

    Ability to adapt quickly and a high level of agility in order to respond to the various stakeholders’ needs

    Ability to develop a deep understanding of the operational context, customer businesses and Cascades' value proposition

    Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment

    Ability to multi-task and provide multi-service support (phone, email, online systems)

    Exemplary rigour in carrying out your responsibilities

    Core competencies defined for this jobClient-focusFlexibility and ability to adaptRigourActive listeningAutonomyAction-based focus

    Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.

    #LI-KG1 #LI-CANADA #LI-HYBRID