Job Description:
Job Title: Customer Service Representative (1 year contract)
Location: Anjou, Qc or Toronto, ON
Work Schedule: Monday to Friday (Hybrid, 1 day a week from office in Anjou Qc or Toronto ON)
Reports to: Customer Service Supervisor
Compensation: 22.00$ per hour
Scope of the Position
The Customer Service Representative is the primary contact for customers, carriers, and suppliers for all Customer Support activities. CSR is responsible for ensuring product and service continuity to Chemtrade customers. CSR is also a primary contact to liaise between customers and other cross functional teams within the organization to meet customer requirements, and address any customer non-conformances
Key Responsibilities
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Schedule, monitor and expedite deliveries to customers, work with supply chain and load planners from order to delivery.
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Communicate any delays or changes to customer orders to the customer to ensure that any changes are acceptable to maintain their requirements.
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Ensure customer purchase orders match Chemtrade Order entry.
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Maintain customer requirements database and ensure that requirements are met. Ensure a PDI is available before first delivery and revised every 3 years.
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Advise the Customer Support Supervisor of significant issues and incidents affecting customer deliveries, safety, production delays or carrier performance, and any other significant circumstances.
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Receive orders (including shared on-call responsibilities every 6-8 weeks), liaise with Load planner and supply chain and complete paperwork (from order creation through invoicing).
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Perform customer service duties with “Best Practices” approach, share and report any initiatives to improve on, or change current processes with Customer Service Supervisor
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Facilitate customer inquiries and/or reporting requirements. Assist customer on all service issues (including tech service, quality, sales management, etc.).
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Maintain responsibility for customer inquiries until completed by Chemtrade staff to customer needs are met; follow through to original customer making the inquiry to ensure customer is satisfied with Chemtrade response.
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Initiate and manage non-conformances through incident and quality reporting for all assigned customers; participate in any investigation as appropriate.
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Assist the Customer Support Supervisor and the Commercial Team by maintaining customer information systems and relaying customer and competitive activity.
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Communicate any incidents to Operations & Transportation Managers for investigation; log any Non-Conformances per ISO policies & procedures.
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Ensure accuracy for paperwork for all shipments following standards for hazardous goods and TDG regulations.
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Monitor on the telemetry customer’s tank status, forecast customer demand and manage designated customer inventories, including communication of scheduled shutdowns.
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Work with supply chain for annual/seasonal production outages at Chemtrade supply points to ensure product continuity for internal and external customer requirements. Work with Commercial team to ensure third party product availability if necessary to maintain customer demand during any outages.
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Work with other team members to ensure timely and accurate completion of month-end requirements to specified deadlines.
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Train designated backup and cross-train on all product line responsibilities in Customer Service.
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Daily post good issue of customer shipments from Terminals
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Perform office housekeeping once a month
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Any other duty required to customer services.
What You Need to Be Successful
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Must be fully bilingual (French and English)
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College diploma or bachelor’s degree in business or supply chain management; equivalent of education and/or experience would be considered.
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2-5 years’ experience in a customer service or supply chain related function helpful
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Must be available to work rotating hours and being on 24/7 as assigned
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CSSs are required to be on call on a rotating basis in order to support the business in other regions and time zones.
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Computer proficiency; MS Office Suite
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Experience with SAP or other ERP system an asset.
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TDG certificate an asset.
CHEMTRADE is a publicly traded (TSX: CHE.UN) chemical manufacturing and handling company headquartered in Toronto, Canada with 65+ locations across North America and Brazil. Chemtrade provides industrial chemicals and services to our customers in three main business segments: Sulphur & Performance Chemicals, Water Solutions and Electrochemicals. Chemtrade is a reliable industry partner to the Oil & Gas, Pulp & Paper, Water Treatment, Food & Beverage and Pharmaceutical industries and is committed to the codes and ethics of Responsible Care 14001.
We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
Learn more about Chemtrade by visiting www.chemtradelogistics.com or follow us on Facebook!
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