Customer Service Representative

Hood Packaging Corporation; Montreal; On-site; CAD 40,000 - 55,000; Full time

Job summary

A packaging company in Montreal is looking for a Customer Service Representative to interact with customers and manage orders effectively. You will respond to inquiries, resolve complaints, and maintain customer information within the system. The role requires strong communication skills and effective problem-solving abilities to ensure customer satisfaction in a fast-paced environment.

Qualifications

• Strong communication skills to interact with customers.
• Ability to investigate and resolve complaints effectively.
• Experience with order entry and customer database management.

Responsibilities

• Interact with customers to provide information.
• Manage internal processes related to customer orders.
• Coordinate returns and investigate shipping problems.

Job description

SCOPE OF POSITION

The Customer Service Rep is responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests as well as managing all internal processes related to customer orders.

PRINCIPAL RESPONSIBLITIES

Within the limits of applicable policies, procedures and established plans, he/she has authority to take action and make decisions. The assignment of work or delegation or responsibility does not relinquish responsibility for results. Performance will be measured by the extent to which the responsibilities have been fulfilled.

Functional Responsibilities

• Order entry - ensure the sales order correctly reflects the customer’s requirements and the order is priced correctly.
• Respond promptly to customer inquiries, concerns & requests.
• Investigate and resolve customer complaints in a timely manner; communicate and coordinate with internal departments as required. Generate corrective action reports;
• Maintain up-to-date log of customer complaints.
• Coordinate returns; prepare samples; investigate & report on shipping problems; prepare debit/credit requests; review NCPRs for internal action.
• General office duties and other communications, reports and follow-up.
• Complete customer surveys annually & for Management Review
• Periodically audit shipping and receiving process
• Maintain Current Item and Customer information in QAD system, FA reports, and Sales Order output.
• Direct customer contact and maintenance of inside sales for designated customers and product lines
• Manage customer database; maintain files.
• Invoicing and credits