Description:
As a Customer Service Representative (CSR), you'll be at the heart of delivering an outstanding customer experience, acting as the vital link between customers, suppliers, and the company. In this fast-paced, dynamic role, you'll provide expert product guidance, respond to inquiries with speed and precision, and turn challenges into solutions. You'll take ownership of the full order lifecycle from entry and tracking to updates, cancellations, and issue resolution while keeping communication clear, proactive, and engaging. Partnering closely with Sales, Quality, and Logistics, you'll help drive seamless operations, anticipate needs, and build strong relationships that ensure every customer interaction is efficient, responsive, and exceptional.
What you'll be doing:
Customer Service
- Communicate with customers via phone and e-mail regarding product and/or service inquires, order issues, stock availability, and deliveries
- Support the Sales Team in building sustainable relationships with customers through open communication
- Follow up with customers on delivery requirements, dates, and required additional documentation
- Respond to customer complaints by providing appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolution
- Present a positive and professional image of the Company to all visitors, suppliers, and customers
- Perform in accordance with all Company and Customer Service procedures, guidelines, and policies
Order Processing
- Process customer orders and purchase orders to Suppliers within the set Company standard
- Prepare shipping documents for the logistics team and documentation as requested/required (e.g., Bill of Lading, Trucking Instructions, Certificates of Analysis, and Weight Tickets).
- Prepare Canadian and US customs clearance documentation
- Perform high-level investigation and resolution of order errors and/or missing or delayed shipments
Administration
- Maintain databases with documentation supporting all purchase orders and shipments made to customers
- Update notes in required systems on communications and actions taken with customers and internally in a timely manner
- Complete administrative tasks and special projects as assigned by the Customer Service Manager
- Write up Non-Conformances as required
- Transcribe supplier Certificate of Analysis to the client's Certificate of Analysis format
- Follow up with suppliers with respect to availability of product and supporting information such as Certificates of Analysis and Weight Tickets
- Evaluate and identify opportunities to drive process improvements that impact the customer experience
Requirements
What we require:
- Post-Secondary education in Business Administration or equivalent is preferred
- 5-7 years experienced in Customer Service
- 1-3 years experienced in Chemical Distribution support is preferred
- 1-3 years experienced with CHEMPAX or Datacor ERP is an asset
- Proficiency with Microsoft Office (Word, Outlook, and Excel)