Customer service representative

POSITION SUMMARY

Reporting to the Customer Service Manager, the Customer Service Representative (CSR) will represent Kruger to the customer and act as a critical liaison between the customer, sales, and operations teams.

RESPONSIBILITIES

• Represent Kruger values and deliver excellent service through each interaction with external and internal customers;
• Record, organize, and process orders and / or inquiries received by telephone, email, and / or through personal customer contact;
• Run customized reports and share data with customers and management;
• Provide pricing, inventory availability and production schedule information to customers;
• Track order activity and alert appropriate staff of any potential delivery problems;
• Partner with Quality Manager to resolve routine customer issues;
• Suggest alternative products or services to meet customer needs when appropriate;
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction;
• Track warehouse inventories and update customers on order status;
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution;
• Dispatches all loads and makes all appointments to meet the due date and time required by the customer;
• Respond promptly to customer inquiries and complaints;
• Process and confirm orders with customers;
• Provide pricing and delivery information;
• Manage inventory levels;
• Initiate required action for response to customer requests for order changes;
• Enter items into the system for quoting when necessary;
• Issue non-compliance reports (NCRs);
• Communicate and coordinate with other internal departments;
• Work with Inside Sales Team to ensure proper customer service is being delivered;
• Any other duties as directed by the Customer Service Manager .

SKILLS AND ABILITIES

• Ease of quickly establishing contact with a variety of clients (internal and external clients) and developing a relationship of trust with them;
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind;
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions;
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development;
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals;
• Be able to coordinate various files simultaneously.

QUALIFICATIONS

ACADEMIC

• Required : High School diploma or equivalent
• Desired : Post-secondary degree in management or the equivalent

EXPERIENCE

• 5 years of experience in customer service within a manufacturing sector;
• 2 years business to business experience in Corrugated manufacturing customer service environment preferred
• Ability to manage a variety of concurrent tasks in a fast-paced work environment
• Time management, planning, and organizational skills
• Effective decision making and problem-solving abilities
• Excellent interpersonal and communications skills
• Strong initiative and adaptable to change
• Must be able to thrive in a team environment
• Need to be detail oriented and have safe work practice
• Excellent knowledge of IT tools (MS office suite software, knowledge of Kiwiplan would be an asset).
• All team members must embrace and foster an environment that supports Kruger’s core values of Integrity, Respect, Excellence, Teamwork and Accountability.
• The masculine is used without any discrimination and for the sole purpose of lightening the text.

Last updated : 2024-03-24