Customer Service Representative

Job Summary

The Customer Service Representative is responsible to provide outstanding customer service to our internal and external customers. The Customer Service Representative will support in driving profitability through active service excellence, key performance indicators and commercial excellence activities within their LMSO. Successful Customer Service Representatives can expect to follow a career path leading to other roles.

• Create and Maintain Customer Masters
• Complete Fraud Checklist & attach to Customer Account
• Update Customer specific price (CSP)
• Dedicate the first 2 hours of the day for order entry
• Review ASANA cards and provide update within the card. Initiate cards as required.
• Review open order report (VA05 & VA06)
• Review order shipment status ZVL
  10U and push through DNs as required
• Update b/o dates
• Follow up on new product code set up
• Attach all documentation to orders for transparency
• Review credit blocks and product allocation blocks for release
• Review VF04 to release order blocks on a daily basis
• Review VFX3 to resolve and release invoices on a daily basis (Freight, low margin, high margin)
• Review V.23 to release all blocked orders
• Use MMBE and Production scheduler for inventory availability
• Communicate Customer follow ups daily
• EDI – review B2B Monitor and reconcile
• Upload customer portal invoices daily
• Execute timely invoice adjustments
• Process credit card payments, as required
• Update CSR KPI’s daily on spreadsheet
• Treat every Friday as month end
• Commitment to 4 Hour Response time with internal / external parties. (This does not mean bring the full resolution but the minimum is to acknowledge the request and let the party know you are working on it).
• Maintain a broad knowledge of product availability (i.e. packaging, lead times, inventory)
• Arrange collection of empty containers on behalf of the customer
• Work with GM/AM for Return Authorizations and coordinate with customer
• Complete administrative tasks and special projects as assigned
• Consignment inventory reconciliation
• Order customer branded labels for warehouses
• Monitor customer telemetry to determine order entry
• Collect End User Declarations (EUD’s) and submit to Regulatory
• Process Customer Complaints in Sales Force 2.0
• Answer after hours customer calls, as assigned (on call schedule / cellular phone)

• Monitor email for orders and enter any orders outstanding from the previous day. (All orders need to be entered within 24 hours of receipt)
• File emails that have been dealt with. Do not keep inbox overflowing so that you cannot organize your day.
• Actively monitor Group inbox

• Effective hand off tasks during absences, communication and outstanding actions.
• Ensure your back up is fully trained and capable to handle your workload in your absence.

• Ensure safety is the first priority and that all activities are conducted in accordance with quality, health, safety and environmental management systems as well as corporate and local policies
• Follow processes to prevent misloads, our goal is Zero Misloads
• Record Near Miss reports in Brenntag Operations Outreach (BOO)
• Attend and complete safety training, participate in Mock drills, as required (example: Fire drill, mock recall, etc.)

Base salary range: CAD $ 55, 000 - 60, 000 k annually, depending on experience, skills, and internal equity

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Competitive pay and incentives.
• Health and dental paid by company (with exception of LTD)
• DC pension plan matched 100% by employer up to 6%
• EFAP
• Starting 3 weeks' vacation
• Flexible work hours
• Gym/wellness subsidy
• Tuition…