About
The mission we are proposing:
Reporting to the Client Director, the Senior Client Services Representative is responsible for the strategic and operational management of assigned customer accounts. They coordinate internal and external relationships, lead customer initiatives, and ensure the achievement of key objectives. Responsibilities include demand management, forecasting and capacity analysis, inventory control, and monitoring performance indicators (OTIF, attainment, sales, inventory). Acting as a senior customer service expert, they address complex issues, contributing to operational excellence and overall customer satisfaction.
An overview of your new position
Communicate critical information to cross-functional departments according to client directives, such as client launch dates and specific instructions, to all relevant departments (Operations, Planning, Supply Chain, Quality Assurance, Technical Services).
Represent KDC/ONE in all client-related interactions, including participation in client presentations for CS&OP or any other business meetings as needed.
Develop solutions tailored to client needs and objectives and provide support and assistance in resolving issues related to shipping, purchasing, production, and accounting.
Take ownership of the client relationship by reviewing expectations, challenges, and issues with a positive attitude focused on understanding and urgency; escalate issues when appropriate.
Maintain target inventory levels and coordinate the resolution and disposition of excess or aging inventory.
Foster strong professional relationships with all client contacts to establish an open and trusting connection.
Coordinate with Quality Assurance and Shipping to ensure on-time delivery.
Participate in updating client cost sheets, including the price review process at appropriate intervals; support the costing team in verifying all price changes and present prices to the client. Provide Finance with accurate financial information and documentation regarding billable units.
Identify and propose continuous improvement opportunities within the client service team to ensure a first-class experience.
You are the ideal candidate if you have
A bachelor's degree in business administration, supply chain, or technology (or equivalent experience).
A minimum of 7 years of experience in customer service, account management, or a role related to business operations in a manufacturing or supply chain environment.
Proficiency in English (spoken and written) to communicate effectively with internal teams and predominantly English-speaking clients.
Strong knowledge of MRP/ERP systems and inventory management principles. Knowledge of AS400 (an asset).
Advanced proficiency in Microsoft Office (Excel) and familiarity with data analysis tools.
Experience with manufacturing information systems and cost sheet management.
In-depth understanding of forecasting, capacity planning, and performance indicators (OTIF, inventory, volumes).
Excellent written and verbal communication skills for effective collaboration with clients and cross-functional teams.
Proven ability to manage multiple priorities in a dynamic, deadline-driven environment.
Advanced skills in customer experience management, problem-solving, and sound judgment for escalation.
Strong organizational skills, attention to detail, and ability to work independently with minimal supervision.
Customer-oriented mindset with a proactive approach to building long-term trust-based relationships.
What we have to offer you
Complete coverage including vision, dental, medical, and more.
Telemedecine/Telepharmacy
RRSP: Your employer contributes up to 4% of your salary, corresponding to your contribution
Bonus: Access to a bonus program based on our success as a company and your personal goals achieved.
Onsite cafeteria for convenient and enjoyable meal breaks.
Internal mobility and career development opportunities to develop your potential
Does the challenge speak to you? To learn more and apply, it's right here…
Languages
- English
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