Customer Service Representative

KIK Consumer Products; Montreal; On-site; CAD 42,000 - 54,000; Full time

Job summary

KIK Consumer Products in Montreal, QC seeks a Customer Service Representative to act as the main contact between customers and internal teams. You will ensure accurate order management, delivery coordination, and timely follow-ups to maintain high service levels.

You will collaborate with Sales, Planning, Production, and Logistics to resolve issues, manage inquiries via phone and email, and maintain strong relationships with customers like Costco and Walmart. Bilingual French/English required.

Qualifications

• Excellent communication skills, both spoken and written.

Responsibilities

• Enter customer orders.
• Process orders based on priorities and constraints (inventory, production, transport).
• Schedule deliveries with carriers.
• Manage appointment scheduling for transportation needs.
• Answer phone and manage email for order follow-up.
• Maintain proactive communication with key customers (e.g., Costco, Loblaw, Walmart).
• Collaborate with sales, planning, production, and logistics teams.
• Follow up on unbilled orders with Finance at month-end.
• Manage issues and customer complaints effectively.
• Validate product availability and communicate delays.
• Monitor delivery performance and address gaps (OTIF).
• Identify opportunities to improve customer service processes.

Skills

Communication

Problem solving

Customer service

Autonomy

Attention to detail

Organization

Microsoft Office

JDE system

Bilingual FR/EN

Education

DEC in administration

Tools

Microsoft Office

JDE system

Job description

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