Description:
As part of our Customer Solutions operations, we are seeking a Customer Service Clerk. This is a temporary assignment intended to ensure continuity of Customer Service operations as part of the temporary replacement of an incumbent employee. Reporting to the Manager, Customer Solutions – Operations, the incumbent will be responsible for ensuring the rigorous processing of customer orders, the follow-up of operational requests, and the resolution of customer service incidents through to invoicing.
Key Responsibilities
- Manage the full customer order cycle, from receipt through invoicing, including entry, validation, confirmation, required adjustments, and follow-up of orders received through the different transmission methods used.
- Verify that the information required to process orders is accurate and up to date in customer master files, and coordinate the necessary corrections with the relevant stakeholders.
- Ensure that ordered products are delivered in accordance with customer expectations, service commitments, and company policies and procedures, from primary and secondary warehouses.
- Provide after-sales customer service, respond to requests, clarify reported issues, and document incidents in the appropriate tracking tools.
- Analyze operational issues, propose appropriate solutions, and ensure the necessary follow-ups with customers, the sales force, and internal teams.
- Prepare and maintain various operational follow-ups, analyses, and reports related to sales, returns, orders, delivery discrepancies, blocks, and customer service issues.
- Collaborate closely with Supply Chain teams, including Demand Planning, Logistics, Transportation, Finance, and Back Office, to ensure the smooth flow of the order cycle.
- Participate in activities related to the depletion process, special orders, and operational priorities identified by the company.
- Maintain files, procedures, and reference documents related to routes, customer lists, account specifications, and operational follow-ups.
About you
- College diploma in administration, supply chain, logistics, or any other relevant field.
- Minimum of one year of relevant experience in customer service, order management, sales administration, or a supply chain environment.
- Advanced bilingual skills in French and English, both spoken and written.
- Proficiency in Excel and SAP is essential; knowledge of Word and PowerPoint is considered an asset.
- Demonstrated ability to prioritize tasks, manage multiple requests simultaneously, and meet deadlines.
- Ability to adapt to a constantly evolving environment and manage operational urgencies with rigor.
- Strong analytical, problem-solving, and issue follow-up skills.
- Autonomy, organizational skills, attention to detail, and rigor in task execution.
- Diplomacy, courtesy, and a strong customer orientation.
- Excellent communication skills and the ability to collaborate effectively with cross-functional teams.