Customer Experience Representative

Permacon is a leading North American manufacturer of concrete products serving the landscaping and masonry markets. The company operates eight production facilities across Quebec and Ontario and employs more than 300 people throughout its various sites. Permacon is a division of Oldcastle Architectural.

Job Summary

The Customer Experience Representative is responsible for ensuring the highest level of customer satisfaction by providing support, guidance, proper follow-up, and resolution to client inquiries or issues.

Job Responsibilities

• Responsible to support all RETAIL Customers (Home Depot, RONA etc) – all orders, shipments and complaint resolutions
• Make sure orders are coded correctly daily
• Assist customers with product questions, ordering, order tracking, complaints, and problems
• Support customers with orders, truckloads, open order reports and shipments
• Enter email EDI, and phone orders into system for delivery/pick up
• Issue credits or debits accurately, when applicable
• Complete MRT’s for returned products and send to EBS daily
• Complete MRT’s for pallet return and send to EBS daily
• Help customers build truckloads
• Enter transfers on DIP’s, once complete send to dispatch
• Once DIPS are received in stock advise customers stock is ready
• Enter Build orders and send to yard
• Once yard returns Build orders, contact customers stock is ready
• Answering incoming calls
• Provide information requested by customers in a timely fashion
• Ensure accuracy of invoices and on-time delivery of orders
• Track orders from entry into the system to delivery or pick up by the customer
• Support the sales team, as required
• Categorize, file, and maintain ship ticket copies for audit purposes and file all customer records
• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis, as needed
• Send orders for de-icing, as required (24 or 48 hours)

Qualification And Job Requirements

To perform this job successfully, an individual must be bilingual (French speaking) and able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required :

• High school diploma /equivalent or comparable in related experience,
• Detail oriented,
• Good with basic math,
• Skilled in Microsoft Office suite,
• Good organizational and problem-solving skills,
• Experience with a multi-line phone system,
• Pleasant phone personality,
• Ability to multi-task,
• Bilingual (French speaking).

Job Compensation/Benefits

• The annual salary is 51 000 $ to 57 000 $,
• Employee life insurance,
• Short Term and Long-Term Disability,
• Medical, dental and vision care plan paid by the Company,
• Vacation time,
• Retirement saving plan with employer contribution, up to 5% of annual salary,
• Access to an Employee and Family Assistance Program (EFAP),
• Significant discounts for company products,
• Opportunity to build a career and progress in the company.

This posting is to fill an existing vacancy

Are you ready to take on the challenge? APPLY NOW! If you are passionate about creating an outstanding costumer experience, apply now and join the adventure!

At Permacon, diversity is one of our main assets! We therefore invite visible minorities, ethnic minorities and people living with disabilities to submit their applications. We believe in enabling people to work together and realize their full potential. Please advise us at any point during the recruitment and selection process if you require accommodation.

Permacon does not directly use artificial intelligence to screen, assess or select applicants.