Customer Service Representative

The Customer Service Representative acts as a key point of contact between customers and internal teams. They ensure efficient order management, delivery coordination, and follow-up on operational issues, while contributing to customer satisfaction and overall performance service level.

Key Responsibilities

Enter customer orders Process orders based on customer priorities and operational constraints, including inventory, production, and transportation Schedule deliveries with our carriers Manage appointment scheduling for our customers’ transportation needs through customer portals Answer phone calls and manage the email inbox for order follow-up Maintain proactive communication with key customers such as Costco, Loblaw, Walmart, and others to anticipate issues and manage priorities Collaborate with the sales, planning, production, and logistics teams to ensure efficient service Collaborate with the Finance department to follow up on unbilled orders at month-end Manage issues and handle customer complaints effectively Validate product availability and communicate delays or supply and production issues affecting customers through reporting and analysis Monitor delivery performance, including OTIF, and contribute to resolving gaps Identify opportunities to improve customer service processes and optimize workflows Desired Profile Excellent communication skills, both spoken and written Ability to analyze and solve problems Strong customer service orientation Autonomy, attention to detail, and strong organizational skills Good proficiency in Microsoft Office Knowledge of the JDE system is an asset Bilingualism in French and English, written and spoken College diploma (DEC) in administration or a related field, or an equivalent combination of 2 to 3 years of customer service experience