Customer Service Rep
Westlake•Calgary, AB
•Onsite
About The Position
Under the supervision of the Customer Service Supervisor, the Customer Service Rep is accountable for establishing a strong customer relationship – based on trust and responsiveness. The CSR will accurately process customer orders in an efficient manner to ensure customer demands are met, manage customer complaints and issues and be empowered to resolve issues in a timely and professional manner.
Requirements
- Formal education such as a Bachelor’s degree or certifications or 1-3 years of practical customer service/order entry.
- Strong interpersonal and relationship management skills
- Experience and comfortable in conflict resolution
- Ability to multi-task
- Good systems aptitude and solid PC/keyboarding skills
- Strong basic math skills
Responsibilities
- Schedule and maintain orders received via EDI or email in to SAP/JDE and SFDC
- Verify orders to ensure pricing, products, footage and ship to address are correct
- Calculate % of products per line in determining Truck Load percentage and later create deliveries for released orders by calculating truck loads.
- Check stock and/or line time availability
- Verify all POs migrated by Independent Reps for accuracy & make any necessary changes according to the customer PO.
- Advise customer and/or Rep of changes if any
- Understand and correctly interpret Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
- Communicate with Reps/Customers to obtain T/L fills and B/O releases
- Send weekly open order reports to all Reps
- Coordinate with Planners, Sales Manager/Representative, Credit Manager and Salesforce.com Administrator
- Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
- Keeps customers informed of any issues of orders/deliveries
- Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
- Research deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue
- Process credit applications for new or updated customer SAP/JDE accounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
