Customer Service Representative

Allredi

Hamilton, Ontario, Canada

Hamilton, Ontario, Canada

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The Customer Service Representative 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
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

Hamilton, Ontario, Canada

Sprachkenntnisse

English

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