About the job
About Our Client
Our client is a vibrant Canadian specialty chemical distributor that merges scientific expertise with robust global supplier partnerships to cater to various industries, including food and beverage, personal care, pharmaceuticals, and industrial manufacturing. Renowned for their entrepreneurial spirit and consistent growth, this organization operates with the agility of a close-knit team while supporting an extensive international network.
As a Customer Service Representative (CSR), you will play a pivotal role in delivering an exceptional customer experience, acting as the essential liaison between clients, suppliers, and our company. In this fast-paced, dynamic position, you will provide expert product guidance, respond to inquiries swiftly and accurately, and transform challenges into effective solutions. You will take ownership of the complete order lifecycle, from entry and tracking to updates, cancellations, and issue resolution, ensuring communication remains clear, proactive, and engaging. Collaborating closely with Sales, Quality, and Logistics, you will contribute to seamless operations, anticipate needs, and cultivate strong relationships that guarantee every customer interaction is efficient, responsive, and outstanding.
Key Responsibilities:
Customer Service
- Engage with customers via phone and email regarding product and service inquiries, order issues, stock availability, and deliveries.
- Assist the Sales Team in fostering sustainable relationships with customers through open communication.
- Follow up with customers on delivery requirements, dates, and necessary additional documentation.
- Address customer complaints by providing suitable solutions and alternatives promptly, ensuring satisfactory resolution.
- Exhibit a positive and professional image of the company to all visitors, suppliers, and customers.
- Adhere to all company and customer service procedures, guidelines, and policies.
Order Processing
- Process customer orders and purchase orders for suppliers in accordance with company standards.
- Prepare shipping documents for the logistics team and any required documentation (e.g., Bill of Lading, Trucking Instructions, Certificates of Analysis, and Weight Tickets).
- Prepare customs clearance documentation for Canadian and U.S. shipments.
- Conduct high-level investigations and resolutions for order errors and/or issues with missing or delayed shipments.
Administration
- Maintain databases with documentation supporting all purchase orders and shipments to customers.
- Timely update notes in required systems on communications and actions taken with customers and internally.
- Complete administrative tasks and special projects as assigned by the Customer Service Manager.