Senior Customer Service Representative

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 sales and operations 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 & physical)
Perform the VA14L daily
Close past orders that are still open

DEC (college diploma) in administration and/or operations management or equivalent experience
5 to 10 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