CASCADESFounded in 1964, Cascades produces, converts and markets packaging and tissue products that are composed mainly of recycled fibers. The Company employs 11,000 employees, who work in more than 90 production units located in North America and Europe. With its management philosophy, half a century of experience in recycling, and continuous efforts in research and development as driving forces, Cascades continues to deliver the innovative products that customers have come to rely on. CASCADES CONTAINERBOARD PACKAGINGThe Containerboard Packaging Group, a division of Cascades, is the largest containerboard producer in Canada, and is also a top converter of corrugated products in the country. The Group manufactures a wide range of products made from recycled fibres for its North American customers in the food, beverage and consumer products sectors, among many others. The Division, which employs close to 3,400 people, owns six containerboard mills and nineteen corrugated products plants in Canada and the United States.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 plan deliveries by coordinating inventory status and shipments of orders or material offers in a way that respect 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. This position is based out of our Guelph facility. 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 allocations/business rules and Sand OP demand plan 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 Plan order deliveries within capacity and coordinate shipments and transportation usage in an optimal and economical manner Coordinate inventory status, delivery dates and other specific material order or supply requirements Manage backorder processing, in accordance with guidelines Create returns (virtual and physical) Perform the VA14L daily Close past orders that are still open Experiences and strengthsDEC (college diploma) in administration and/or operations management or equivalent experience1 to 5 years of relevant experience in a manufacturing sectorProficiency with various computer tools including Microsoft Office and SAPProficiency in French and English that allows you to express yourself clearly and conciselyAbility to act and react quickly while working on a number of files at the same timeCollaborative spirit needed to work closely with all team membersCustomer-centric approach and excellent communication and listening skillsAbility to work independentlyAbility to adapt quickly and a high level of agility in order to respond to the various stakeholders’ needsAbility to develop a deep understanding of the operational context, customer businesses, and Cascades' value propositionInterest in problem-solving, ability to self prioritize daily tasks and work in a fast-paced environmentAbility to multi-task and provide multi-service support (phone, email, online systems)Exemplary rigour in carrying out your responsibilitiesCore competencies defined for this jobClient-focusFlexibility and ability to adaptRigourActive listeningAutonomyAction-based focusCascades 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.Use of the masculine in our communications refers equally to both men and women.