Customer Service Coordinator

Labelink is a North American leader in printing solutions and an essential service provider to the packaging industry, offering products such as labels, flexible packaging (pouches), shrink sleeves, and RFID labels. We are also committed to sustainable packaging solutions that support the ecological goals of our clients.

Job Responsibilities

Customer Service:

• Respond to questions and concerns from external and internal customers and provide responses and solutions to specific inquiries.
• Respond to sales representative(s) regarding products, orders, and inquiries and provides updated information on customer related issues.
• Enter orders and confirm they correspond to the submission made.
• Participate in production meetings and share the status of orders and any other relevant information or problem encountered.
• Track orders to ensure just in time delivery and resolve any potential situation before it disrupts delivery times.
• Resolve any customer dissatisfaction with proactive solutions and by communicating with the assigned sales representative or appropriate personnel.
• Act as a liaison between the departments on the problem(s) to be resolved and provide an update of the information required to complete on time delivery to the customer.
• Follows up with Planner/Buyer to ensure components are available on time to meet on-time delivery to the customer.
• Initiate customers’ request for certificate of conformance (C of C) and notifies all applicable personnel by adding a note to the customer profile in Labeltraxx.

Product Engineer-Estimator:

• Process estimates for orders as requested by clients.
• Discuss prices with external customers, sales representatives and internal personnel when required.
• Performs all research concerning new projects and work in collaboration with the internal subject matter expert for such project.
• Analyze customer needs during product creation.
• Respond to sales representatives regarding products, orders and estimates, particularly for new products.
• Respond to customers regarding product requests, estimates materials/supplies.
• Performs research on material and various components according to the specifications of the tender and according to the best price.
• Search for inventory availability in Labeltraxx.
• Maintain and update contract prices and all other relevant information in Labeltraxx.
• Collaborates with various departments in an effort to complete activities required to expedite orders and estimates.
• Perform any other operations-related work assignments as requested by the manager.
• Back-up duties for this position is performed by another trained Customer Service Representative and Product Engineer.

Education & Qualifications

• Level of general and specialized theoretical knowledge required to perform the duties of the position (specific titles or accreditations must be indicated).
• High School Diploma Completed
• 2-4 years in a customer service department preferably in a manufacturing /printing environment.
• Pleasant telephone manner
• Computer skills – Microsoft suite, ERP
• Strong attention to detail
• Ability to deliver excellent client satisfaction
• Excellent interpersonal and influencing skills
• Able to juggle multiple priorities
• Responsible and exercises good judgement
• Able to deal with difficult customers
• Good team player
• Strong verbal and written communication skills
• Able to adapt to changes in customer and production requirements
• Analytical, problem solving and decision making skills
• Good vision and able to differentiate colours
• Able to work independently or in a team with minimal supervision

Why join us

Our vision is to transform the packaging industry by consolidating key players, investing in technology, and creating a respectful, stimulating, and dynamic work environment.

Benefits

• Enjoy the opportunity to grow in an environment that values and trusts you.
• Be part of a culture that emphasizes continuous improvement and professionalism.
• Join a friendly, stimulating, and supportive team.
• Develop your career with pride, supported by training projects tailored to your professional interests.
• Benefit from funding for skill development training.
• Enjoy a full range of competitive benefits, including comprehensive group insurance, travel insurance, health accounts, telemedicine, EAP, collective RRSP/TFSA, corporate events, an additional week of vacation during the year-end holidays, and much more!
• We are an equal opportunity employer and accommodate candidates with disabilities. If contacted for an interview and you require accommodation, we will work with you to support your needs.

If this position interests you, apply today by sending us your resume!

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