Order Entry - Customer Service Representative
This position is responsible for accurately processing customer orders, responding to customer inquiries and requests for account information, handling professionally and promptly customer service issues, and maintaining customer loyalty and satisfaction by always providing exceptional customer service.
Duties and responsibilities
- Receive, process, and confirm the accuracy of orders from customers by utilizing customer purchase orders and our internal ERP and CRM systems
- Respond professionally to all customer requests (internal and external), and follow up promptly.
- Pro-actively engage with customers to upsell whenever possible
- Edit and transmit Work Orders or Bills of Ladings to warehouses or suppliers and follow up on their status regularly
- Input and maintain the accuracy of information located in customer master files and customer product files.
- Process returned goods forms according to established department policies and procedures.
- Check on credit status when processing orders and work closely with the accounts receivable department to resolve any credit issues.
- Work closely with purchasing to provide updates on backorders to customers promptly.
- Maintain relationships with account managers to exceed customer expectations and to quickly resolve issues.
- Initiate, manage, and follow up on customer service non-conformance cases
- Manage all essential correspondences with internal and external customers Act as a backup to the other customer service representatives Participate in regular training and personal development activities
- Performs special projects and other related duties as assigned.
Qualifications
- Minimum of 1 year of related work experience with emphasis on entering orders, receiving, managing inbox tasks, and following orders through the warehouse to delivery.
- Experience with logistics would be considered an asset.
- Preference will be given to candidates with experience in manufacturing or distribution environments .
- Must be fully proficient in Excel, Word; and Outlook email. Comfortable editing PDFs.
- Experience with an ERP, or eChempax is an asset.
- Must have excellent written and verbal communication skills (English).
- Excellent organizational and prioritization skills, with emphasis on time management and multi-tasking.
- Strong team player, able to work independently and relate well with all levels of staff
Compensation and Benefits
- Competitive base salary
- Annual bonus based on the company’s financial performance
- Attractive Benefit Package
- Work-from-home privileges (Commute to downtown Toronto required - currently minimum 2 days per week)
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