Inside Sales/Customer Service Representative

Columbia Forest Products•Toronto, ON

7d•Hybrid

About The Position

Columbia Forest Products, a leading manufacturer of decorative hardwood plywood and rotary cut veneers, is seeking an experienced internal sales and customer service representative for their Canadian operations. This individual will collaborate closely with the field sales team to serve an existing base of distributors. The ISR/CS is responsible for monitoring distributor purchases, ensuring order accuracy, and confirming products meet customer needs. They also prepare quotes, follow allocations per Field Sales Representative (FSR), customer, and mill, and monitor orders and prices, keeping customers and mills informed of changes. The role involves close interaction with customers, other ISRs, the FSR team, and key contacts (purchasing, production and logistics) from each mill. The position requires working as a team with Field Sales Reps in prospecting, determining customer needs, servicing customers, and exceeding expectations. While FSRs primarily call on customers, the Inside Sales/Customer Service representative's responsibility is to refer data and information to the FSR. Communication with customers will be via phone, video conferencing, text, social media, and email. The ISR must be able to answer questions regarding panel specifications, including hardwood grades, interior panel specifications for 3 ply, line by line, MPX, and combi-core constructions, quote pricing, explore alternative options to secure sales, and complete the order entry process.

Requirements

Located in the grand Montreal area or in the Quebec area, in the province of Quebec in Canada
Required to periodically work from our mill in St-Casimir, QC
Meet with the ISR/CS team for training on the north shore of Montreal
3 to 5 years inside sales or customer service experience for a manufacturing company
Bilingual (French and English, spoken and written)
Resourceful
Meticulous
Autonomous
Efficient

Responsibilities

Monitor distributor purchases
Ensure orders are accurate and the products meet customer needs
Prepare quotes
Follow allocations per Field Sales Representative (FSR), per customer and per mill
Monitor orders, prices and keep customers and mills aware of any changes
Work closely with customers, other ISRs, the FSR team as well as key contacts (purchasing, production and logistics) from each of our mills
Work as a team with the Field Sales Reps in prospecting potential customers, determining current customer needs, servicing the customers, and exceeding customer expectations
Refer data and information to the FSR
Communicate by phone, video conferencing, text, social media, and email with customers
Answer questions regarding panel specifications including hardwood grades, interior panel specifications for 3 ply, line by line, MPX, and combi-core constructions
Quote pricing
Explore alternative options to assist in securing sales
Complete the order entry process
Responds to appropriate sales inquiries from both distribution and OEM customers directly and from his/her Field Sales partners
Quotes price, availability, and anticipated lead times of product to the customer
Stays current on all pricing and traditional margin lists, price changes, and manufacturing changes
Maintains a detailed call report and actively communicates with the organization
Pulls in resources from the plants or other sales team members to remedy customer needs
Follows up with claims via the customer and collaborates with the plants to resolving issues
Coordinates and provides customer mill visits and hospitality
Occasional travel to St-Casimir plant and ISR/CS training and meetings