Order Entry - Customer Service Representative

This position is responsible for accurately processing customer orders, responding to customer inquiries and requests for account information, handling customer service issues professionally and promptly, 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 Lading 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 promptly provide updates on backorders to customers.
• Maintain relationships with account managers to better understand customer expectations and quickly resolve issues.
• Initiate, manage, and follow up on customer service non-conformance cases
• Manage all essential correspondence 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, entering orders, managing inbox tasks, and following orders through the warehouse to delivery.
• Bilingual (French/English) would be a definite asset. Not required.
• Preference will be given to candidates with experience in manufacturing or distribution environments.
• Must be fully proficient in Excel, Word, and Outlook. Comfortable editing PDFs.
• Experience with an ERP or CRM 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 2 days per week)