Customer Service Support - #1131138

Position Overview:

We are currently seeking a detail oriented individual to join our Customer Service team. The successful candidate will have strong customer focus and ability to process significant amounts of data on a daily basis. Our new team member must have excellent written and spoken communication skills. The ideal person will have an approachable personality, collaborate easily with peers and have a natural interest in going above and beyond.

As part of the team, you will work with 4-5 customer service representatives to process all orders and client requests received on a daily basis. You will serve as the main point of contact for our outside sales reps and clients for order related inquiries. In this role, you will be required to have a working knowledge or our products.  To be successful in this position you must be comfortable with multi-tasking in a fast paced environment.

Responsibilities:

• Process purchase orders received from the customers in the defined sales territory into the Oracle system then issue order confirmation and to closely follow up all sales order (s) until products are delivered and invoiced with accuracy and promptly.

• Provide customers the support including order status and changes, initial commit dates; follow up on changes and resolve customers’ issues as a liaison between multiple departments including Sales, Program Management, Planning, logistics, Quality and Finance department.

• Handle all requirements from the customers - stock availability, pricing, confirmation of shipping locations, shipping discrepancy issues, returns and others

• Notify Finance for orders on credit holds and incoming payment for cash in advance orders.

• Support timely resolution on billing disputes, issuing credit/debit memos, invoice cancellations as well as shipment disputes, partnering with Logistics.

• Prioritize and track customers’ orders in Oracle, flag escalations to the Planning team on orders with long lead time and do not meet customer’s expectations.

• Ensure effective and accurate processing for all sales orders and always maintain flexible approach, assisting in other territories if/when necessary.

  
  

Qualifications

• Min Diploma / Degree any discipline

• Min 5 years of related manufacturing industry experience in customer service role

• Good written and verbal communication skills

• Proficient in MRP database, MS Excel (Eg: Pivots, Vlookup), PowerPoint and experience in Oracle and Agile systems

• Able to handle responsibilities under pressure and keep a positive and composed demeanour.

• Willing to work overtime to meet deadlines, especially at month end.