Vaughan,

Your challenge!

Reporting to the Customer Service Supervisor, the Senior Customer Service Representative's mission is to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service. You enter orders and document customer records in accordance with established procedures, rules and standards. You resolve any problems or order changes by collaborating with key stakeholders. You initiate the creation of material delivery documents in a way that respects your business partners' ability to meet demand. Finally, you provide a high-quality service to all your customers and suppliers by offering them customized solutions that target their needs and guarantee their satisfaction in order to maximize Cascades' sales and profitability.

Individual responsibilities

Accountable
  • Ensure fast and efficient handling of the need or order so as to satisfy the customer or supplier
  • Follow up on the order or need, from handling to delivery or conclusion

Responsible
  • Perform real-time order entry and apply customer service procedures and standards
  • Document your customer or supplier files based on customer service processes and business rules
  • Create and maintain professional relationships with your customers and business partners
  • Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary
  • Establish the level of an order or break down orders or needs in accordance with business rules
  • Validate the status of orders or material supplies and communicate it to customers or suppliers
  • Place orders according to customer consignment and replenishment inventory levels
  • Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status
  • Ensure the accuracy of prices and order data, or customer or supplier material supply in the system
  • Initiate the creation of order delivery documents in compliance with the capacities and coordinate shipments and transport usage in an optimal and economic way
  • Update customer on inventory status, delivery dates and other specific material order or supply requirements.
  • Manage backorder processing, in accordance with guidelines
  • Create returns (follow up on the order or need, from handling to delivery or conclusion)

Experiences and strengths

  • DEC (college diploma) in administration and/or operations management or equivalent experience
  • 2-5years of relevant experience
  • Proficiency with various computer tools including Microsoft Office and SAP
  • Ability to act and react quickly while working on a number of files at the same time
  • Collaborative spirit needed to work closely with all team members
  • Customer-centric approach and excellent communication and listening skills
  • Ability to adapt quickly and a high level of agility in order to respond to the various stakeholders' needs
  • Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment
  • Ability to multi-task and provide multi-service support (phone, email, online systems)

Core competencies defined for this job

Client-focus

Flexibility and ability to adapt

Rigour

Active listening

Autonomy

Action-based focus

#revealyourpotential #LifeAtCascades

Cascades believes in the success of an inclusive organization that values diversity within its team. It will fairly consider all those qualified for this position. The use of the masculine in our communication refers to both women and men.

About Cascades

Being part of Cascades means revealing the full potential of matter, people and ideas. We are a source of possibilities. Since 1964, we have been offering sustainable, innovative and value-creating solutions in terms of packaging, hygiene and recovery. Join 12,000 women and men working in a network of more that 90 business units located in North America and Europe

Job Segment: Customer Service Representative, ERP, SAP, Supply, Customer Service, Technology, Operations

Vaughan,

 

Founded in 1964, Cascades offers sustainable, innovative and value-added packaging, hygiene and recovery solutions. The company employs 11,700 women and men across a network of 85 production units located in North America and Europe. Driven by its participative management, half a century of experience in recycling, and continuous research and development efforts, Cascades continues to provide innovative products that customers have come to rely on, while contributing to the well-being of people, communities and the entire planet.

A Career That Lives Up to Your Ambitions

Cascades offers a customized development plan to help you fulfil your professional ambitions. This plan defines your career goals in relation to the company’s objectives and monitors them on a regular basis.

By giving priority to internal promotions, we offer the opportunity for rapid advancement in more than 14 specialized fields.

Our Mission: To improve the well-being of people, communities, and the planet by providing sustainable and innovative solutions that create value.

Our Vision: To be a key contributor to our customers’ success by leading the way for sustainable packaging, hygiene, and recovery solutions.

 

 

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