Senior Customer Service Representative
Delta, BC, Canada
Job Description
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Senior Customer Service Executive/Representative \xe2\x80\x93 In office position CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Senior Customer Service Executive/Representative to join the team on a full-time permanent basis for the Delta location. Reporting to the Customer Service Team Lead, the Senior Customer Service Executive/Representative provides exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. Our commitment to our employees is reflected in our progressive culture, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more. Benefits
- Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
- Performance, Education & Referral Programs
- Quarterly town halls and summer BBQ\xe2\x80\x99s
- Annual Golf Tournament and Winter Holiday Party
- And much more!
- Manage customer EDI portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily
- Communicate with customers through various channels and respond to email orders and confirmations within 24 hours
- Review, analyze and reconcile customer accounts ensuring open, late and backorders are dealt with in a timely manner
- Contribute to the development of team process improvements
- Prepare Credit Authorizations and Return Goods Authorizations (RGA) on a timely basis
- Troubleshoot and investigate customer complaints, and provide timely resolution to the customer
- Thorough knowledge of CMP products to provide stock availability by location
- Review prepayment orders to ensure orders are paid promptly prior to release
- Work with the production teams to ensure backorders are communicated to the customer
- Act as a backup for processing IBT consignment orders as required
- Assist Account Receivables with short payments on customer orders by providing order back up, proof of deliveries, order acknowledgements with pricing, pricing files, promotional discounts, etc.
- Build sustainable relationships of trust through open and interactive communication with internal customers
- Provide USMCA (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin as requested.
- Provide backup to the Address Validation process
- Provide coverage for the department during periods of absence
- Promote safe work practices as outlined within your local Provincial (Ontario/Vancouver-OSH) or State (Virginia- OSHA) regulations.
- Follow company and departmental policy and procedures.
- Prepare personal annual goals and objectives and participate in job-related continuing education courses
- Participate in meetings as required or requested
- Filing and other duties assigned as required
- Minimum 5 years of Customer Service experience
- Minimum of 1 year experience in a manufacturing/production or similar industry (Asset)
- Minimum of 3 year experience in Customer Order Management
- Minimum of 3 year experience in EDI portal and with giant/big box retail outlets like Walmart, Amazon, etc.
- Experience preparing Credit Authorizations and Return Goods Authorizations (RGA)
- Familiar with (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin
- Post-secondary completed degree or higher is preferred
- Proficient at Microsoft Office/Software
- Knowledge of CRM systems, in particular Zoho Desk
- Experience with ERP system, particularly Infor Visual is an asset
- Strong problem solving skills, excellent verbal, written, interpersonal skills and phone etiquette
- 8:00 m \xe2\x80\x93 4:30 pm, Monday to Friday
- In office position for a couple of months for training, then transitions into a hybrid position afterwards.
- Monday to Friday
- How many years of customer service experience do you have ?
- How many years of experience do you have in EDI portal and with giant/big box retail outlets like Walmart, Amazon?
- How many years of experience do you have using a CRM Software?
- How many years of experience do you have in Credit Authorizations and Return Goods Authorizations (RGA) preparation and are you familiar with ( USMCA (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin?
- How many years of Customer order management experience do you have?
- This is an in office position. Are you comfortable with this and able to commute to this location for work?
- What is your pay expectation?
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Job Detail
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Job IdJD2130311
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDelta, BC, Canada
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EducationNot mentioned