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Customer Services Representative – Montreal

Ciment McInnis

This is a Full-time position in Montréal, QC posted January 9, 2018.

The Customer Service Representative is responsible to interact with clients and carriers to fulfill order requests and inquiries from our B2B clients. Internally the candidate will work with Sales, Distribution, Logistics and Finance in daily operations. Experience with SAP, Process Solutions, Sales Force, Microsoft Suite (advanced Excel) are an advantage. We are searching for a bilingual team player, with excellent soft skills, who will join our start-up team of service specialists.

Responsabilities:

Responsible for the order taking, fulfillment, processing of exceptions for pick-up and delivery in accordance with inventory allocation and logistics coordination and dispatch of orders to carriers.
Enter, maintain and update customer master data information as provided by sales.
Support billing review process prior to and after invoicing generation.
Assist with any subsequent resolution process that may be required, in the event of customer account discrepancies.
Create, manage and update all transportation freight rates related to shipping.
Create, manage and update all customer pricing.
Review of pre-published invoice accuracy, execution of remediation activities prior to billing, support and assist with remediation of invoice discrepancies.
Primary point of contact for logistics or quality-related issues in the customer order management, service, or fulfillment process with the responsibility to resolve issues, escalate accordingly and call back.
Manage, track, fulfil and follow up on customer inquiries and commitments.
Receive and resolve customer complaints – address problems, or escalate and obtain the necessary internal and external information to fulfill customer needs, coordinate answers in appropriate timeframe.
Conduct proactive outbound calls to customers and carriers to optimize inventories, manage demand for deliveries and implement business intelligence plans.
Execute or escalate dispatch/delivery issues effectively and quickly; ensuring assignment of appropriate carrier.
Operate as single point of contact for customers for order management questions.

Having worked in a business to business environment

Skills Required

  • Education level: High school
  • Work experience (years): 6-9 years

Package

Salary: N/D

How to Apply