Customer Service Representative

Brenntag•Mississauga, ON

23d•CA$55,000 - CA$60,000

About The Position

The Customer Service Representative is responsible to provide outstanding customer service to our internal and external customers. The Customer Service Representative will support in driving profitability through active service excellence, key performance indicators and commercial excellence activities within their region. Successful Customer Service Representatives can expect to follow a career path leading to other roles.

Requirements

Experience, skills, and internal equity will be considered for determining salary.
Ability to provide outstanding customer service to internal and external customers.
Ability to support in driving profitability through active service excellence, key performance indicators and commercial excellence activities.
Ability to follow a career path leading to other roles.
Ability to enter all orders within 24 hours of receipt.
Ability to review live NSLU/HENRI spreadsheet, update notes and urgent requests.
Ability to review open order report VA05.
Ability to review order shipment status ZVL10U and push through DNs as required.
Ability to attach all documentation to orders.
Ability to review VF04 to release order blocks.
Ability to review VFX3 to resolve and release invoices (Freight, low margin, high margin).
Ability to review V.23 to release all blocked orders.
Ability to use MMBE and Production scheduler for inventory availability.
Ability to conduct customer follow ups.
Ability to review credit blocks and product allocation blocks for release.
Ability to process credit card payments, as required.
Ability to update CSR KPI’s daily on NSLU/HENRI spreadsheet.
Ability to treat every Friday as month end.
Commitment to 4 Hour Response time with internal / external parties.
Ability to maintain a broad knowledge of product availability (i.e. packaging, lead times, inventory).
Ability to perform consignment inventory reconciliation, as required.
Ability to perform goods issuing orders shipped from third-party warehouses.
Ability to arrange collection of empty containers on behalf of the customer.
Ability to complete administrative tasks and special projects as assigned.
Ability to monitor customer telemetry to determine order entry.
Ability to invoice customers for value-added services.
Ability to upload customer portal invoices daily.
Ability to collect End User Declarations (EUD’s).
Ability to order customer branded labels for warehouses, as required.
Ability to build and retain customer relationships.
Ability to create and maintain Customer Masters.
Ability to update Customer specific price (CSP).
Ability to perform timely invoice adjustments.
Ability to assist with empty container returns.
Ability to promote Brenntag Connect.
Ability to process customer complaints and forward to the appropriate party.
Ability to prepare customer required reporting (Open order reports, POD, CofA, customer forms, etc.).
Ability to answer after hours customer calls, as assigned (on call schedule / cellular phone).
Ability to effectively manage email inboxes.
Ability to file emails that have been dealt with.
Ability to identify and train a Backup/Buddy System, in collaboration with your Manager.
Ability to ensure effective hand off tasks during absences, communication and outstanding actions.
Ability to ensure your back up is fully trained and capable to handle your workload in your absence.
Ensure safety is the first priority and that all activities are conducted in accordance with quality, health, safety and environmental management systems as well as corporate and local policies.
Follow processes to prevent misloads, our goal is Zero Misloads.
Record Near Miss reports in Brenntag Operations Outreach (BOO) – Min. 6/year.
Attend and complete monthly virtual safety training.
Participate in Mock drills, as required (example: Fire drill, mock recall, etc.).

Responsibilities

Dedicate the first 2 hours of the day for order entry.
Check email for orders and enter any orders outstanding from the previous day. All orders need to be entered within 24 hours of receipt.
Review live NSLU/HENRI spreadsheet, update notes and urgent requests
Review open order report VA05
Review order shipment status ZVL10U and push through DNs as required
Attach all documentation to orders
Review VF04 to release order blocks
Review VFX3 to resolve and release invoices (Freight, low margin, high margin)
Review V.23 to release all blocked orders
Use MMBE and Production scheduler for inventory availability
Conduct Customer follow ups
Review credit blocks and product allocation blocks for release
Process credit card payments, as required
Update CSR KPI’s daily on NSLU/HENRI spreadsheet
Treat every Friday as month end
Commitment to 4 Hour Response time with internal / external parties. This does not mean bring the full resolution but the minimum is to acknowledge the request and let the party know you are working on it.
Maintain a broad knowledge of product availability (i.e. packaging, lead times, inventory)
Consignment inventory reconciliation, as required
Goods issuing orders shipped from third-party warehouses
Arrange collection of empty containers on behalf of the customer
Complete administrative tasks and special projects as assigned
Monitor customer telemetry to determine order entry
Invoice customers for value-added services
Upload customer portal invoices daily
Collect End User Declarations (EUD’s)
Order customer branded labels for warehouses, as required
Build and retain customer relationships
Create and Maintain Customer Masters
Update Customer specific price (CSP)
Timely invoice adjustments
Assist with empty container returns
Promote Brenntag Connect
Process Customer Complaints and forward to the appropriate party
Prepare customer required reporting (Open order reports, POD, CofA, customer forms, etc.)
Answer after hours customer calls, as assigned (on call schedule / cellular phone)
Effectively Manage Email Inboxes
File emails that have been dealt with. Do not keep inbox overflowing so that you cannot organize your day.
Identify and train a Backup/Buddy System, in collaboration with your Manager
Effective hand off tasks during absences, communication and outstanding actions.
Ensure your back up is fully trained and capable to handle your workload in your absence.
Ensure safety is the first priority and that all activities are conducted in accordance with quality, health, safety and environmental management systems as well as corporate and local policies
Follow processes to prevent misloads, our goal is Zero Misloads
Record Near Miss reports in Brenntag Operations Outreach (BOO) – Min. 6/year
Attend and complete monthly virtual safety training
Participate in Mock drills, as required (example: Fire drill, mock recall, etc.)

Benefits

Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
Competitive pay and incentives.
Health and dental paid by company (with exception of LTD)
DC pension plan matched 100% by employer up to 6%
EFAP
Starting 3 weeks' vacation
Flexible work hours
Gym/wellness subsidy
Tuition reimbursement
Maternity and paternal leave top-up