CertainTeed Canada, has an exciting career opportunity for a Customer Service Representative(CSR). This is a great chance to join a Top Employer and contribute to our growth and success by demonstrating your passion for our Canadian customers in a fast paced environment.
DESCRIPTION The customer service representative (CSR) is responsible for managing the order to cash process. Receiving and placing the order to fulfillment and invoicing. The CSR is the voice for the customer and in all areas will not personally do the task but will support all internal teams to service the customer on time and in full. CSR will build relationships with business segment team members to collaborate to support business plans and provide solutions throughout the process.
WHATS THE JOB

• Manage the processing of order entry and execution of orders into the system in a timely fashion with precision accuracy. Ensure that both manual and automated orders are verified and accurately entered into SAP and that all customers receive appropriate and accurate confirmations and communication within department service level agreements (SLA)
• Enter and execute all types of orders for various business units for Canada, including sample and third-party requests within order entry stringent turnaround time and in accordance with customers requested ship and/or delivery dates.
• Build and maintain relationships with customers, both internal and external
• Process order changes requested by customers within SLA expectations with accuracy
• Escalate order issues to CS Management team timely and accurately
• Communicate order shipment expectations to operations for rush order requests or orders needed outside stated SLA
• Provide solutions support to internal and external customers to ensure customers are serviced appropriately, timely and accurately
• Professional management of inbound and outbound call handling
• Process customer orders within SLA requirements based on business unit. Advise customers of any changes made to their orders and/or shipping requirements.
• Address pricing issues and ensure appropriate departments are aware of any order related issues.

• Provide pre and post-sales support; provide knowledgeable answers to questions about products and availability; efficiently and effectively answer order status questions
• Resolve customer complaints on product and service issues by: determining the cause and offering the best solution to resolve the problem; expedite correction or adjustment; follow up to ensure the matter was resolved
• Collaborate with other departments (sales, planning, logistics, pricing and manufacturing plant team members) and utilize systems and processes to enhance the Customer experience.

• Resolve customer issues at the time of original order entry with the appropriate personnel. Elevate to CS Management if required.
• Core hours 8:30-5:00EST Monday \xe2\x80\x93 Friday (Flexible is required on occasion basis to work until 6PM EST)

Required Qualifications

WHAT YOU BRING Required:

• College or University degree relevant experience or similar combination of education and experience required.
• 2+ years of experience in Customer Service/ call center environment
• Excellent written and verbal communication skills
• Customer and team focused attitude to help deliver on customer needs and overall team goals
• High Attention to Detail. Good track record in Accuracy Performance
• Demonstrated strong team player
• Multi-tasking and organization
• Continuous improvement mindset
• Experience with ERP System (SAP is an asset)

Preferred:

• 2-3 years of experience in the manufacturing/building material industry is an asset

Additional Description

WHAT WE OFFER

• Besides a great work culture where we work hard, while trying to have fun with various events, regular companywide activities geared towards our employees and a strong safety culture.
• Work Hours: 37.5 hours per week
• Excellent healthcare benefits package
• Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program
• Financial Security: Competitive RRSP , Company-funded DPSP (Deferred Profit Sharing Plan) and Employee Stock Purchase Program (PEG)
• Hybrid work model from Mississauga Office and Home
• Equipment supplied for Home Office set up
• Volunteer Day off: Give back to the community \xe2\x80\x93 each employee has one paid day a year that they can use towards volunteering their time and effort with a registered charity.
• And more perks!

Company Summary

Here\xe2\x80\x99s what we do\xe2\x80\xa6 CertainTeed is a subsidiary of Saint-Gobain - the world\xe2\x80\x99s largest building materials company with a 350-year legacy of innovation and growth. Saint Gobain group is leader in sustainable product development and environmental stewardship. We\xe2\x80\x99re proud to that Saint-Gobain North America was recognized by Top Employers institute as on the best workplaces in North America & Canada.
For 113 years, CertainTeed has been synonymous with quality, trust, innovation, and service. Our team designs, manufactures and distributes materials and solutions in the construction and building materials market. CertainTeed\xe2\x80\x99s broad product offering includes insulation, ceilings, roofing, siding, fence, railing, deck, exterior trim and gypsum board products. We provide comfort, performance and safety while addressing the challenges of sustainable construction, resource efficiency and climate change. Our offerings incorporate and promote the wellbeing for each of us and we are building a future where we collectively work together towards our core purpose to Make the World a Better Home.

Legal Statement

Saint-Gobain is an inclusive and equal opportunity employer committed to providing reasonable accommodations throughout the recruitment process to applicants upon their request. This commitment is in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

Customer service representative Location: Mississauga, Ontario Posting Date: 04/03/2023 Job Code: CAN00312