Customer Service Representative
About The Position
We are currently seeking a Customer Service Representative to support our commercial teams in our Food & Ingredients Division! As a Customer Service Representative, you will play a key role in delivering outstanding customer service by communicating effectively with clients, processing and managing product orders, and ensuring rigorous follow-ups. You will be responsible for building strong relationships with clients and the sales team to ensure smooth service delivery and optimal customer satisfaction! This role requires strong digital skills, and knowledge of the Manufacturing and/or distribution of ingredients would be a significant asset. This is a highly collaborative position within a dynamic, solution-oriented environment. We are looking for someone with a positive and professional attitude. Your motivation, enthusiasm, and experience in distribution or manufacturing will be valuable assets to our team. At Quadra, we put people first so that together, we can reimagine the possibilities.
Requirements
- Minimum 3 years of experience in a Customer Service role in a distribution or manufacturing company, in inventory management or a Sales Support role in the industry
- College diploma in business administration, commerce, or a related field
- Proven experience with systems such as: Inventory Management (ERP) such as JD Edwards / SAP
- Proven experience with systems such as: Customer Relationship Management (CRM) such as Salesforce
- Proficiency with the Microsoft Office Suite including good Excel skills
- Excellent verbal and written communication skills in French & English
- Comfortable and confident communicating with customers via phone and email
- Proven ability to analyze and solve complex problems
- Demonstrated attention to detail and accuracy (for order processing, quotes, client documentation, etc.)
Nice To Haves
- Strong background in raw materials distribution
- Knowledge of the Manufacturing and/or distribution of ingredients
- Positive and professional attitude
- Motivation, enthusiasm, and experience in distribution or manufacturing
Responsibilities
- Support an Account Manager in managing daily relationships for a specific client territory
- Accurately process and manage customer orders in JD Edwards system, ensuring data integrity throughout the order lifecycle
- Monitor and track order status, ensuring timely and accurate updates to customers
- Review and validate purchase order information to ensure compliance with company policies and customer contracts
- Regularly coordinate with logistics, operations (warehouse), and purchasing teams to ensure alignment between customer expectations and operational capabilities (e.g., delivery, goods receipt, quality, etc.)
- Collaborate with the Corporate Quality team to provide and follow up to customers with their requested products documentation (audits, certificates, forms, etc.)
- Maintain regular communication with customers to ensure service quality and satisfaction with goods received
- Collaborate with the Finance team to ensure invoicing tracking (taxes, prices, etc.) as well as payment/credit/receivables.
- Use Salesforce to track, analyze, and manage customer interactions and activities, ensuring data is updated daily
- Respond promptly to resolve customer inquiries and requests quickly and efficiently
- Manage customers account maintenance activities (in Salesforce), ensuring records are accurate and aligned with client needs
- Collaborate with the commercial team to resolve any customer issues, ensuring smooth communication across departments
- Provide product recommendations and information to help clients make informed purchasing decisions
- Provide detailed feedback to internal team about recurring customer issues or suggestions for improvements.
- Attend training sessions, team meetings, sales/customers meetings to stay aligned with company’s objectives and vision
- Meet or exceed performance metrics such as ‘No errors’’ in shipments, etc.
- Review and interpret weekly and monthly reports to identify trends and areas for improvement
Benefits
- Permanent, full-time position
- Competitive compensation and performance incentives
- Personalized training
- Comprehensive benefits package: Medical and dental coverage, health spending account, Employee Assistance Program (EAP), and access to telemedicine services.
- Generous time off: Flexible personal days, sick days, and vacation
- Wellness programs
- Employer-matched retirement plan
- Career opportunities
- Social activities and community involvement
- Recognition and referral programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
