Job Description
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.
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
Qualifications
- 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
Customer Service Representative employer: KIK Consumer Products
LAVO, une division de KIK Household Products, se distingue comme un employeur exceptionnel grâce à son engagement envers le bien-être de ses employés et à sa culture de travail dynamique. Avec des salaires compétitifs, un régime d'assurance complet et des opportunités de développement professionnel, LAVO favorise un environnement où le travail d'équipe est valorisé et où chaque membre peut contribuer à l'amélioration continue. Située à Montréal-Est et Laval, l'entreprise offre également des avantages uniques tels qu'un accès facile en transport en commun et des produits à rabais pour ses employés.
