Job Description

The Customer Service Representative acts as a key point of contact between customers and internal teams. They ensure efficient order management, delivery coordination, and follow-up on operational issues, while contributing to customer satisfaction and overall performance service level.

Key Responsibilities

• Enter customer orders
• Process orders based on customer priorities and operational constraints, including inventory, production, and transportation
• Schedule deliveries with our carriers
• Manage appointment scheduling for our customers’ transportation needs through customer portals
• Answer phone calls and manage the email inbox for order follow-up
• Maintain proactive communication with key customers such as Costco, Loblaw, Walmart, and others to anticipate issues and manage priorities
• Collaborate with the sales, planning, production, and logistics teams to ensure efficient service
• Collaborate with the Finance department to follow up on unbilled orders at month-end
• Manage issues and handle customer complaints effectively
• Validate product availability and communicate delays or supply and production issues affecting customers through reporting and analysis
• Monitor delivery performance, including OTIF, and contribute to resolving gaps
• Identify opportunities to improve customer service processes and optimize workflows

Desired Profile

• Excellent communication skills, both spoken and written
• Ability to analyze and solve problems
• Strong customer service orientation
• Autonomy, attention to detail, and strong organizational skills
• Good proficiency in Microsoft Office
• Knowledge of the JDE system is an asset
• Bilingualism in French and English, written and spoken
• College diploma (DEC) in administration or a related field, or an equivalent combination of 2 to 3 years of customer service experience