Customer Service Representative

Corrugated Products

Job Category: Customer service

Location: Markham, ON

Schedule: Full Time – Days

Job Summary

The Customer service representative reports to the supervisor of Customer Service and is responsible for coordinating the sales orders process and managing the relationships with the key stakeholders – Customers, Sales Personnel, Production, and Accounting.

Duties and responsibilities

• Take customer orders either directly from customers or sales representatives.
• Receives, coordinates and processes all incoming sales orders;
• Process new order items;
• Comply with all safety requirements, work rules and regulations;
• Place orders for materials and supplies that are to be used in production;
• Handle customer complaints and/or questions and follow-up with appropriate internal personnel (Design, Production, Purchasing, Accounting) as required;
• Send order confirmations to customers;
• Trouble shoot customer order changes ensuring all changes are posted and processed;
• Maintain customer files ensuring contact and order information is kept up to date;
• Record and distribute customer order changes;
• Resolve any NCR’s as they occur throughout order cycle in compliance with our quality standards;
• Serve as initial point of contact when new customers call to request information. Forward customer to Area Sales Representative where required;
• Responsible for troubleshooting customer order issues and acts as the communication liaison between customer and sales representative;
• Obtains quotes and issues purchase orders for corrugated products with suppliers;
• Participates in daily meetings with the Production Manager to discuss customer demands;
• Follow up with sales personnel, suppliers, production and other key contacts as required;
• Other duties as required.

Qualifications

• High school diploma with at least 2-3 years of related experience working as an Order Desk Associate;
• Detail oriented, methodical, well organized, with fast data entry skills;
• Excellent customer service, communication and interpersonal skills;
• Ability to multitask, establish priorities and work independently;
• Excellent computer skills (proficiency in MS Word and MS Excel);
• Strong documentation skills, accuracy, and attention to detail is a must;
• Able to meet timely deadlines and ensure appropriate response times;
• Excellent organizational and time management abilities required to prioritize a high volume of tasks or competing priorities.
• Proven problem-solving skills with the ability to visualize and deliver creative solutions;
• Ability to manage multiple internal clients and be adaptable to the needs of each

Working conditions

• On Site – Office environment.