Customer Care Representative

Ariva, a wholly owned and operated Domtar business, offers a spectrum of best-in-class solutions to help businesses communicate, collaborate and compete more effectively. Ariva builds on the rich heritage of the Domtar Distribution Group, Canada’s premier source for high quality paper, packaging, and graphic supplies. But we’re much more than a paper distribution company.

Domtar is a leading producer of pulp, paper, packaging, tissue and wood products. Through our focus on safety and sustainability, as well as our commitment to operational excellence and our network of facilities across Canada and the United States, Domtar delivers high-quality and cost-effective products to customers around the world.

Our workforce is comprised of 14,000 talented and hardworking individuals. We are proud to offer competitive compensation, a supportive working environment, rewarding career paths and plenty of opportunities for learning and growth.

Customer Care Representative – Dartmouth, Nova Scotia (Full‑time permanent)

• Customer Care Responsibilities (75-80%)
  • Enter and process orders received through the warehouse as well as direct from vendors accurately and efficiently.
  • Follow‑up and expedite with appropriate colleagues on all outstanding customer orders, answer logistic related inquiries and proactively contact customers with missed/late deliveries.
  • Maintaining accurate records of all customer transactions, providing efficient follow‑ups and resolving outstanding customer orders or concerns with minimum supervision.
  • Quoting customers for volume and specialty product inquiries which may require negotiation of cost and resale prices, create purchase orders and release invoices.
  • Finding product based, service based and general customer inquiry solutions.
  • Maintaining high standards of telephone etiquette and promptness.
  • Liaising with other functional areas (warehouse, credit, procurement, sales, marketing etc.) to provide seamless service.
  • Attending product knowledge seminars and staying current on all company policies, business processes and integration with SAP.
  • Proactively develop new sales opportunities wherever possible.
• Inside Sales Responsibilities (20-25%)
  • Daily ‘pro‑active’ in‑bound and outbound telephone and email contact of assigned account base for the primary purpose of procuring customer sales. Respond to customer inquiries for pricing, availability, product information and other requests with the goal of increasing sales and meeting the highest standards of customer service.
  • To increase sales to existing accounts where penetration has been low or where customer buying patterns have been minimal or inconsistent.
  • Increase customer purchase volumes to a point where they can be transitioned to an outside sales representative where appropriate.
  • To expand account base by ‘pro‑actively’ identifying and sourcing new business through prospecting activity including cold calling to potential new clients. Set up new accounts using the established process.
  • Establishment of comprehensive ‘on‑line’ customer profiles and thereafter, the on‑going maintenance of detailed and accurate account files in ACT.
  • Implementing and maintaining pricing utilizing the established pricing guidelines and process to ensure the customer base is priced competitively and is meeting company objectives in profit margins.
  • Respond to customer claim requests in a timely manner and process according to the established claim procedures.
  • Liaise with the credit department and customer as needed to resolve customer issues and assist in facilitating potential credit line increases.
  • Some occasional account visits may be required accompanied by a sales manager or sales representative.

• Successful completion of a business or related degree or diploma; recent graduates welcome.
• Three or more years of business experience in a sales/customer service or call centre environment and interest in pursuing a sales career.
• Desire to advance to a sales related position leading to outside sales.
• Quick study, ability to ‘Get Things Done’.
• Collaborative team player with an upbeat and positive attitude.
• A love for learning and a strong desire to ‘Figure It…