This position is responsible for accurately processing customer orders, responding to customer inquiries and requests for account information, handling in a professional and prompt manner customer service issues, and maintaining customer loyalty and satisfaction by always providing exceptional customer service.
Duties and responsibilities
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Receive, process, and confirm the accuracy of orders from customers by utilizing customer purchase orders and our internal ERP and CRM systems
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Respond in a professional manner to all customer requests (internal and external), and follow up in a timely manner.
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Pro-actively engage with customers to “upsell” whenever possible
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Edit and transmit Work Orders or Bills of Ladings to warehouses or suppliers and follow up on their status regularly
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Input and maintain the accuracy of information located in customer master files and customer product files.
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Process returned goods forms according to established department policies and procedures.
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Check on credit status when processing orders and work closely with the accounts receivable department to resolve any credit issues.
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Work closely with purchasing to provide updates on backorders to customers in a timely manner.
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Maintain relationships with account managers to exceed customer expectations and to quickly resolve issues.
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Initiate, manage, and follow up on customer service non-conformance cases
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Manage all essential correspondences with internal and external customers Act as a backup to the other customer service representatives Participate in regular training and personal development activities
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Performs special projects and other related duties as assigned.
Qualifications
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Minimum of 1 year of related work experience with emphasis on entering orders, receiving, managing inbox tasks, and following orders through the warehouse to delivery.
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Experience with logistics would be considered an asset.
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Preference will be given to candidates with experience in manufacturing or distribution environments.
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Must be fully proficient in Excel, Word; and Outlook email. Comfortable editing PDFs.
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Experience with an ERP, or eChempax is an asset.
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Must have excellent written and verbal communication skills (English).
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Excellent organizational and prioritization skills, with emphasis on time management and multi-tasking.
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Strong team player, able to work independently and relate well with all levels of staff
Compensation and Benefits
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Competitive base salary
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Annual bonus based on the company’s financial performance
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Attractive Benefit Package
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Work-from-home privileges (Commute to downtown Toronto - minimum 2 days per week)
