Customer Service Representative

The Customer Service Representative (CSR) role supports the sales team in attaining their objectives while interacting with customers to provide and process information in response to inquires, concerns and requests regarding sales orders and company products and services. The CSR is responsible for providing proactive and continuous communication and collaboration with the sales team and the Operations Director, pertaining to customer accounts and sales orders while also performing day-to-day duties for successful fulfillment of customer orders. All CSR interactions with customers are expected to ensure service excellence and customer satisfaction while effectively resolving customer conflicts and concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Order Management: Consistently meets service standard of order confirmations within 24 hours, and provides timely customer updates

• Confirm receipt of orders within 24 hours and confirms/updates price and delivery as soon as available
• Performs order entry of sales orders from customers
• Managing Backorders and open orders daily
• Maintaining Customer profile with contact and product information
• Prepare orders to be ready for invoicing
• Processes direct shipments, customer pickups and customer deliveries on Barentz resources and third-party transportation partners
• Interacts daily with other members of the sales department as well as other departments including purchasing, invoicing, logistics and shipping
• Monitor incoming product to provide accurate ETAs to our customers
• Complete release & shipment paperwork and forward to warehouse/logistics for confirmation
• Complete customer's specific requirements for each order
• Compare Shipping Confirmation / Bill of Ladings with sales orders to ensure accuracy between system and warehouse releases once the product is shipped
• US orders –Handle orders in the same fashion as above
• Create Proforma invoices for COD customers and follow up for payment
• Files shipping documents
• Processes credits for returned goods
• Maintains customer files

Freight/Documentation

• Accrue Freight to sales order, where applicable
• Respond to documentation requests from customers, providing the necessary paperwork

Customer Satisfaction

• Provides customers with an excellent service experience, ensuring orders are processed effectively, and issues are resolved in an expedient and accurate manner
• Identifies unique needs of customers and proactively seeks to meet those needs
• Resolves customer inquiries and complaints including short shipments, product quality, product damage, invoice queries, etc.
• Monitor/update Customer information in Chempax, to ensure it is current
• Enter Non-Conformances as issues arises and prepares NCR’s & MCIs as required
• Arrange pickups for returns from customers
• Interact in a positive and friendly manner with customers
• Always provides positive promotion of the company and its capabilities to all customers

Communication/Internal Relationship Management

• Effectively communicates with internal departments to enhance customer satisfaction, and expedite problem resolution
• Communicate effectively with Purchasers to streamline order management (Ordering material, rush fees, pricing discrepancies, attaching products, blends etc.)
• Communicate with the accounting department for credit holds, as required
• Notify Account Managers of any significant order problems to ensure the proper level of resolution is exercised, as required

Barentz Culture/Fundamentals

• Support and lead by example, following Barentz’ purpose, strategies, and values
• Act legally and ethically in all professional relationships in adherence with Barentz’ culture, values and fundamentals
• Contribute to an environment of trust and mutual respect
• Maintain a strong commitment to teamwork and concern for others
• Maintain a high level of personal responsibility and ownership
• Use effective communication and listening skills
• Foster an inclusive and diverse workplace where every team member feels valued and respected

Learning and Development

• Seek out and participate in ongoing growth and personal development opportunities
• Embrace and promote Barentz’ learning and development culture

Other Duties and Responsibilities:

• Duties and responsibilities may be amended at any time per business need

WORK ENVIRONMENT

• Hybrid role (Office /home)

EDUCATION AND EXPERIENCE

• At least 2 years inside sales and customer service experience preferably with a manufacturing company
• Degree/Diploma in Business or related field or demonstrated experience
• Order entry experience
• Knowledge of ERP systems is preferred but not mandatory
• Software knowledge of Microsoft Office including Outlook, Word, Excel, PowerPoint, Teams and Adobe Writer
• Superior communication skills both verbal and written; active listening skills
• Excellent organization skills with attention to detail
• Strong problem solving and analytical skills
• Self-motivated, high energy an engaging level of enthusiasm, a positive outlook, and a sense of humour
• Enthusiastic about delivering excellent service
• Highly professional, reliable and confident
• Bilingual (fluent in English and French) is an asset