The Customer Service Representative is responsible for delivering responsive and professional service while supporting customer accounts, sales order processing, and daily operational activities. This role works closely with customers, Sales, Supply Chain, Finance, the Warehouse, and other internal teams to ensure orders are processed accurately, concerns are resolved effectively, and customer expectations are met.
The successful candidate will be customer focused, analytical, organized, proactive, solution driven and comfortable using data and technology to support efficient, accurate, and consistent processes.
Key Responsibilities
- Provide timely, professional customer support via phone, email, and service platforms.
- Process and maintain accurate sales orders in SAP, including customer, product, pricing, and delivery information.
- Monitor and support EDI order processing, troubleshoot transmission issues, and ensure successful order integration into SAP.
- Manage customer returns in accordance with company policies and communicate status and resolution to customers and stakeholders.
- Investigate and resolve customer issues related to orders, products, pricing, inventory, deliveries, invoices, deductions, chargebacks, and service.
- Use customer portals to manage account inquiries, compliance issues, and prepare or submit disputes.
- Monitor order status, inventory availability, and delivery requirements; proactively communicate changes and resolve potential disruptions.
- Collaborate with Sales, Supply Chain, Warehouse, Finance, and other teams to ensure efficient order fulfillment and customer satisfaction.
- Maintain accurate customer, order, and account records, including customer master data updates in SAP.
- Generate and analyze reports using SAP, Excel, and other tools to support operations, identify trends, and drive process improvements.
- Support sales growth by identifying upselling opportunities, sharing leads, and recommending solutions that meet customer needs.
- Develop expertise in company products, policies, and processes while contributing to team objectives, cross-functional initiatives, and KPI achievement.
Skills
- Proficiency in SAP for sales order processing, customer master data maintenance, reporting, and order management.
- Experience with EDI order processing and troubleshooting ERP integration issues.
- Experience using Freshdesk or another ticket management system or customer support platforms.
- Experience working in customer portals such as Home Depot or Amazon and managing disputes, deductions, chargebacks, compliance fines, and account reconciliations.
- Advanced Excel skills, including PivotTables, XLOOKUP, Power Query, formulas, data validation, and dashboards.
- Strong understanding of order fulfillment, warehousing, transportation, and delivery coordination.
Qualifications
- College diploma or university degree in Business Administration, International Business, or a related field.
- 2-3 years of customer service experience.
- Strong customer service and relationship-building skills with internal and external stakeholders.
- Excellent communication, interpersonal, and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
- Collaborative team player who can work independently and effectively across functions.
- Excellent organizational skills, attention to detail, and the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Strong sense of accountability and ownership for customer and processes
BESSEY is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please let us know. BESSEY is an equal opportunity employer.
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care
- Work from home
Application question(s):
- Do you have a strong working knowledge of SAP?
Work Location: Hybrid remote in Cambridge, ON N1R 7J4
