Customer Service Representative

Job description

The Customer Service Representative – VMI will serve as the primary point of contact for customers enrolled in our Vendor Managed Inventory program. This role is responsible for managing customer relationships, coordinating inventory replenishment, resolving service inquiries, and ensuring seamless communication between customers, sales, warehouse, and logistics teams. The ideal candidate is organized, proactive, and passionate about delivering exceptional customer experiences. This is a new position. The salary for this position is 55k CAD. This position also offers quarterly commission.

Responsibilities:

Customer Relationship Management

· Serve as the primary contact for VMI customers, building strong relationships and ensuring high levels of customer satisfaction

· Proactively communicate with customers regarding inventory levels, replenishment schedules, order confirmations, and delivery updates

· Respond promptly to customer inquiries via phone, email, and other communication channels with professionalism and accuracy

· Handle customer complaints and service issues with urgency, working cross-functionally to resolve concerns and implement corrective actions

· VMI Program Coordination & Inventory Management

· Monitor customer inventory levels and consumption patterns to ensure optimal stock availability

· Coordinate timely replenishment orders based on agreed-upon service levels and consumption data

· Work closely with warehouse and logistics teams to schedule deliveries and ensure on-time fulfillment

· Maintain accurate records of customer inventory, usage trends, and replenishment history in ERP systems

· Identify potential stockouts or overstock situations and take proactive action to prevent service disruptions

Order Processing & Administration

· Process VMI replenishment orders accurately and efficiently in the ERP system (e.g., Sage X3, SAP)

· Verify order details, pricing, delivery schedules, and customer requirements before order release

· Coordinate with sales, procurement, and warehouse teams to ensure seamless order fulfillment

· Generate and distribute order confirmations, invoices, and delivery documentation to customers

· Responsible for processing and managing purchase orders, invoices, and customer transactions through Ariba and Coupa platforms

Data Analysis & Reporting

· Track and report key VMI performance metrics including fill rates, on-time delivery, inventory turns, and customer satisfaction

· Analyze consumption trends and provide insights to sales and operations teams to optimize inventory planning

· Maintain accurate customer data and VMI program documentation in CRM and ERP systems

· Support continuous improvement initiatives by identifying trends, inefficiencies, and opportunities for process enhancements

· Cross-Functional Collaboration

· Partner with sales representatives to onboard new VMI customers and ensure smooth program implementation

· Collaborate with warehouse, logistics, and procurement teams to coordinate inventory replenishment and delivery schedules

· Work with operations and supply chain teams to resolve inventory discrepancies, order issues, and customer concerns

· Participate in VMI program reviews and customer meetings to ensure alignment on service expectations and performance

Job requirements

· Education & Experience

· High school diploma or equivalent required; post-secondary education in Business, Supply Chain, or related field is an asset

· 2-3 years of experience in customer service, order management, or supply chain coordination (preferably in industrial, manufacturing, or distribution environments)

· Experience with Vendor Managed Inventory (VMI) or consignment inventory programs is a strong asset

· Familiarity with PPE, MRO, or industrial products is a plus

Technical Skills

· Proficiency in Microsoft Office Suite (Excel, Word, Outlook)

· Experience with ERP systems (Sage X3, SAP, Oracle, or similar)

· Strong data entry and administrative skills with high attention to detail

Core Competencies

· Customer-Focused: Passionate about delivering exceptional service and building long-term customer relationships

· Communication Skills: Strong written and verbal communication skills; ability to interact professionally with customers, sales teams, and internal stakeholders

· Problem-Solving: Proactive approach to identifying issues and implementing solutions quickly and effectively

· Organizational Skills: Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines in a fast-paced environment

· Team Collaboration: Works effectively with cross-functional teams to achieve shared goals

· Attention to Detail: High level of accuracy in order processing, data entry, and inventory tracking

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