Job Description:
Position: Bilingual Customer Support Coordinator
Primary Location: Anjou, QC
Schedule: Hybrid work based out of the Anjou Office (7905 Boul Louis-H.-La Fontaine, Anjou QC H1K4E4)
Reports To: Customer Service Supervisor
Compensation: 55,000$ - 60,000$ CAD + Bonus + Benefits
Salary ranges are determined by role, level, and location. The range reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job related skills, experience, and relevant education or training. More specific salary range for your preferred location can be discussed during the hiring process. Please note that the compensation details listed reflect the base salary only, and do not include bonus, benefits, pension contributions or additional incentives.
Chemtrade is committed to delivering innovative solutions that address the complex challenges faced by our customers. As a responsible corporate citizen, we prioritize safety, sustainability, and environmental stewardship in all aspects of our operations. Our talented and diverse workforce is at the heart of our success, as we recognize that their knowledge, skills, and dedication drive our ability to deliver exceptional products and services. At Chemtrade, we believe in creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. By putting people at the center of our operations, we build strong connections, nurture innovation, and create a fulfilling work experience for all.
About this Role and About You
The Customer Support Coordinator (CSC) is the primary point of contact for customers, managing all customer service activities. This role serves as the liaison between customers and internal cross-functional teams to meet customer requirements, address non-conformances, and process orders.
Job Duties & Responsibilities
Customer Support
- Deliver exceptional customer service to both internal and external customers.
- Identify and confirm customer needs and requirements.
- Receive and enter orders; complete all related documentation from order creation to invoicing.
- Verify that purchase orders align with Chemtrade’s pricing, terms, and conditions; send PO acknowledgements.
- Communicate order changes to customers for approval and alignment.
- Ensure a Product Delivery Instruction (PDI) is completed before first delivery and updated every 3 years.
- Follow all risk management and compliance processes.
- Report incidents to Operations and Transportation Managers; log non-conformances per ISO procedures.
- Respond to customer inquiries on service issues, including technical, quality, and sales-related matters.
- Communicate delivery, safety, production delay, or carrier performance issues to stakeholders.
- Maintain SAP/S4 contract data as required.
- Investigate invoice discrepancies in collaboration with Accounting, Customers, and Sales.
- Liaise with third-party suppliers to fulfill orders.
- Maintain and update customer records; provide insights on customer and competitive activities.
- Take ownership of customer issues through resolution and follow-up to ensure satisfaction.
- Meet service-level agreements and maintain high customer satisfaction ratings.
- Apply continuous improvement methods to optimize processes and enhance the customer experience.
Product Planning
- Monitor customer tank levels via telemetry and manage inventory accordingly, factoring in scheduled shutdowns.
- Coordinate with Supply Chain to ensure product continuity during seasonal or annual production outages.
- Collaborate with the Commercial team to secure third-party product supply when needed.
General Responsibilities
- Meet month-end deadlines by completing assigned tasks accurately and on time.
- Cross-train and act as backup for other CSCs across product lines.
- Post goods issue for customer shipments daily.
- Upload documents to DMS/SharePoint.
- Support Customer Experience and Excellence initiatives.
- Represent Customer Service in cross-functional initiatives.
- Perform additional duties as assigned within the Customer Service scope.
Qualifications
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Minimum 2 years of customer service experience (supply chain experience preferred).
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Bilingual French and English to communicate with our anglophone clients
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Bachelor’s degree or equivalent combination of education and experience.
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Availability for rotating on-call support across regions and time zones.
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Comfortable working in a hybrid environment.
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Proficient in Microsoft Office Suite.
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Experience with SAP or other ERP systems preferred.
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Order entry experience
What Chemtrade Offers You
Embracing Diversity, Maximizing Results
At Chemtrade we are committed to cultivating a work environment that embraces and values the unique qualities of every employee. We believe in harnessing the richness of diverse talents, ideas, backgrounds, experiences, and perspectives to drive our business forward. Our vision is to create a workplace where all individuals feel respected, empowered, and inspired to contribute their experiences, ideas, and perspectives.
In our culture, we celebrate multiple approaches and viewpoints. To foster an inclusive environment, we actively encourage the creation of Employee Resource Groups. These groups provide platforms for employees to share their unique perspectives, contribute their ideas, and help shape our inclusive culture. Together, we strive to build a workplace that recognizes and celebrates the diverse voices within our organization.
We recognize that the diversity of our employees is paramount to our organization's success. It is through the diversity of perspectives that we develop and shape programs and tools that support our employees' growth and career management.
Join us in our journey towards building an inclusive workplace that values diversity and promotes the personal and professional development of our employees.
We recognize the immense value of Employee Resource Groups (ERG’s) in fostering an including and supportive work environment. Our ERG’s serve as vital platforms for employees to connect, share experiences, and celebrate their unique backgrounds and perspectives.
We firmly believe that diversity drives innovation and fuels our success as an organization. By encouraging the formation of ERG’s, we aim to create a workplace where all individual feel empowered to bring their whole selves to work and contribute their diverse talents and ideas. Additionally, we understand the importance of work-life balance and the well-being of our employees and their families. That is why we proudly offer a range of family-friendly benefits, and opportunities for career growth and advancement.
We are committed to supporting our employees at every stage of their lives and ensuring they can thrive both professionally and personally. Join us and be a part of a company that values diversity, inclusion and the well-being of it’s employees.
Learn more about Chemtrade by following us on LinkedIn or Facebook and check us out on YouTube: Chemtrade
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