Customer Service Representative

Qnity; Mississauga; On-site; CAD 52,000 - 81,000; Full time

Job summary

Qnity is seeking a Customer Service Representative to act as the interface between customers and the business, assisting with the order-to-cash process and coordinating with supply chain and logistics teams in Mississauga. The role focuses on matching customer needs to Qnity product offerings, handling inquiries, credits/debits, and order monitoring.

Ideal candidates have a Bachelor’s degree, prior CSR experience, and proficiency in Excel.

Qualifications

• Bachelor's degree or equivalent is required.
• Previous experience as a Customer Service Representative is required.
• Salesforce.com experience is highly preferred.
• Knowledge of OTC transactions in SAP is highly preferred.
• Intermediate to high level Microsoft Excel proficiency is required (Excel, PowerPoint, Word, and Power BI).
• Experience in logistics, operations, or manufacturing is preferred.

Responsibilities

• Manage customer orders through Customer Service processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Coordinate returns in line with Return Policies.
• Build strong customer relationships and gather market intelligence.
• Coordinate activity at assigned customer accounts and address issues proactively.
• Attend weekly Supply Chain meetings to analyze material delays.
• Differentiate between customer requirements and Qnity capabilities to propose best solutions.

Skills

Customer Service

Multitasking

Project Management

Change Management

Communication

Adaptability

Education

Bachelor's degree or equivalent

Tools

Salesforce

SAP

Excel

Power BI

PowerPoint

Word

Job description

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics.

At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries - we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

Position Overview

The Customer Service Representative (CSR) is the interface between customers and our business to deliver exceptional service through the order-to-cash process. This position will work with, but not limited to, supply chain planners, logistics team, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. In addition, this position will focus on matching customer needs to the Qnity product offerings.

Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, and monitoring sales orders through the order fulfillment process.

Core Responsibilities

• Manage customer orders through Customer Service work processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Supports customers with coordination of returns when required, following Qnity's Return Policies.
• Strengthen customer experience by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
• Identify and deliver value added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
• Differentiate between customer requirements and Qnity capabilities; choose the best/cost effective solution.
• Respond to sales team inquiries as: prices, stock, latest sales.

Skills Required

• Bachelor's degree or equivalent is required.
• Previous experience as a Customer Service Representative
• Salesforce.com experience is highly preferred.
• Knowledge of the Order to Cash (OTC) transactions in SAP is highly preferred.
• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers.
• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).
• Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.
• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.
• Logistics, operations, or manufacturing experience preferred.

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Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.

This posting is for an existing vacancy.

We use Artificial Intelligence (AI) to enhance our recruitment process.

The Pay range for this role is $51,800.00 - $81,400.00 Annual

How Base Pay is Determined:

Qnity has job leveling frameworks that help organize roles based on progressive levels of responsibility, proficiency and qualifications. Each role has an associated pay range (or an established pay rate for some roles) based on the competitive market in each country where we operate. Each individual’s pay is based on a variety of factors, including their role and the associated pay range for that role, their geographic location (i.e., country, state, metropolitan area), as well as their skills, experience, education and certifications, and performance.