Our team in Lachine currently has an opening for a Customer Service Representative. YOUR ROLE & RESPONSIBILITIES Job Summary: The Customer Service Representative is responsible for creating a positive customer experience by providing timely communication based on customer needs. This position is responsible for accurate and prompt processing of customer orders and full order life cycle management: order processing, order management, order changes, cross collaboration required for order fulfillment, and leading all order related communication to the customer. Job Description: Responsible for efficient and accurate order placement, order confirmation via phone, email or EDI and timely communication regarding order changes to the customer. Verifies all shipping, billing, pricing, and purchase order information. Enters special instructions related to orders, customer requests/code maintenance, and notes. Update customer files with quoted pricing, new items, address changes, delivery instructions, etc. Communicate and provide necessary support to sales staff while in the field. Regularly communicates with internal and external customers on various issues. Operates as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary. Audits customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other's orders. Documents and resolves customer complaints. Process customer product returns in a timely manner and in accordance with prescribed and documented procedures. Responsible for Compliance, Regulations, and Policy Alignment across daily functions ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures. YOUR PROFILE Education and Experience: 2+ years of experience in Customer Service or similar discipline. Chemical Distribution or Manufacturing is a plus. Must have the capacity to problem solve, work independently, and consistently demonstrate strong listening, speaking and decision-making skills. Excellent interpersonal skills with a passion for collaboration. Skilled at working in a fast-paced, deadline-driven environment to prioritize heavy workload and multitasking. Dedication to teamwork, customer satisfaction, and results. Excellent written/oral communication skills. Willingness to work overtime, have on-call hours, or work after hours. Keeping calm when on customer calls. Experience with Microsoft Office Suite, ERP/CRM systems, and team collaboration tools. Représentant du service client Le représentant du service client est responsable de la création d'une expérience client positive en assurant une communication rapide en fonction des besoins des clients. Ce poste est responsable du traitement précis et rapide des commandes des clients et de la gestion complète du cycle de vie des commandes : traitement des commandes, gestion des commandes, modifications de commandes, collaboration croisée nécessaire pour l'exécution des commandes, et gestion de toute la communication liée aux commandes vers le client. Description du poste : Responsable du placement efficace et précis des commandes, de la confirmation des commandes par téléphone, email ou EDI, et de la communication rapide concernant les modifications de commandes vers le client. Vérifie toutes les informations concernant l'expédition, la facturation, les prix et les bons de commande. Saisie des instructions spéciales liées aux commandes, demandes des clients/maintenance des codes, et des notes. Met à jour les fichiers clients avec les prix proposés, les nouveaux articles, les changements d'adresse, les instructions de livraison, etc. Communique et fournit le soutien nécessaire au personnel des ventes sur le terrain. Communique régulièrement avec les clients internes et externes sur diverses questions. Fonctionne comme un membre de l’équipe pour toutes les saisies de données et la réception des commandes, soutenant les autres représentants du service client si nécessaire. Audite les bons de commande des clients pour vérifier les prix, les quantités, les conditions de vente, l'ETA demandée (le cas échéant), le transporteur, les instructions spéciales d'expédition, et vérifie les commandes des autres. Documente et résout les plaintes des clients. Traite les retours de produits des clients de manière opportune et conformément aux procédures prescrites et documentées. Responsable de la conformité, des réglementations et de l’alignement des politiques dans toutes les fonctions quotidiennes, garantissant que le service fourni aux clients respecte les attentes en matière de sécurité, de qualité et de réglementation, ainsi que toute autre politique et procédure interne pertinente. Formation et expérience : Plus de 2 ans d'expérience dans le service client ou une discipline similaire. Expérience dans la distribution ou la fabrication de produits chimiques est un plus. Doit avoir la capacité de résoudre des problèmes, de travailler de manière autonome et de démontrer constamment de solides compétences en écoute, en communication et en prise de décision. Excellentes compétences interpersonnelles avec une passion pour la collaboration. Compétence à travailler dans un environnement dynamique, axé sur les délais, pour prioriser une charge de travail importante et multitâche. Dévouement au travail en équipe, à la satisfaction du client et aux résultats. Excellentes compétences en communication écrite et orale. Volonté de travailler en heures supplémentaires, d’avoir des heures de garde ou de travailler après les heures normales. Savoir rester calme lors des appels clients. Expérience avec la suite Microsoft Office, les systèmes ERP/CRM et les outils de collaboration en équipe. Our Offer We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential. Individual development, on-the-job training, and development programs designed to help our employees grow in their careers. Competitive pay and incentives. Health and dental paid by company (with exception of LTD) DC pension plan matched 100% by employer up to 6% EFAP Starting 3 Weeks Vacation Flexible Work Hours Gym/Wellness subsidy Tuition Reimbursement INTERESTED? Brenntag Canada Inc. is committed to building a workforce that reflects the communities we serve and to promote a diverse, inclusive, accessible, merit-based, respectful and equitable workplace. Brenntag Canada Inc. provides equal employment opportunities to qualified applicants and employees without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status, religion, gender identity, protected veteran status, disability or any other status protected by applicable Canadian, provincial or local law. We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of applicable law. Let us know if you require a disability-related accommodation. Collection of Information Your personal information is being collected and will be used to determine your qualifications for employment with Brenntag Canada Inc. This collection of personal information is necessary to the proper administration of the application process. Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting. If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us. Brenntag Canada Inc. is an inclusive employer. Accommodation is available in accordance with the applicable law. Brenntag TA Team Brenntag is the leading global distributor of chemicals and ingredients, committed to connecting customers and suppliers within networks. We add value for our customers and partners every step of the way: through our product knowledge, innovation, and sustainable solutions, combined with our passion for service excellence and commitment to safety. Headquartered in Essen, Germany, and with more than 17,500 experts at about 600 locations in 72 countries, our two global divisions, Brenntag Essentials and Brenntag Specialties, offer a full range of industrial and specialty chemicals and ingredients. Therefore, our clients and partners can count on us for global reach combined with local agility and execution. As an employer, we embrace diversity and foster a sense of community and collaboration in an environment where employees are encouraged to share ideas and work together. We engage our employees in the company’s mission for collective success, by building long-term stability and safety through trust and clarity across the organization. We believe in empowering our employees to reach their full potential and shape the future. For more information, please visit www.brenntag.com
