Customer Service Representative

Job Summary:

The Customer Service Representative is responsible to provide outstanding customer service to our internal and external customers. The Customer Service Representative will support in driving profitability through active service excellence, key performance indicators and commercial excellence activities within their LMSO. Successful Customer Service Representatives can expect to follow a career path leading to other roles. 

Essential Responsibilities and Tasks:

Service Excellence

Create and Maintain Customer Masters

Complete Fraud Checklist & attach to Customer Account

Update Customer specific price (CSP)

Dedicate the first 2 hours of the day for order entry

Review ASANA cards and provide update within the card. Initiate cards as required.

Review open order report (VA05 & VA06)

Review order shipment status ZVL10U and push through DNs as required

Update b/o dates

Follow up on new product code set up

Attach all documentation to orders for transparency

Review credit blocks and product allocation blocks for release

Review VF04 to release order blocks on a daily basis

Review VFX3 to resolve and release invoices on a daily basis (Freight, low margin, high margin)

Review V.23 to release all blocked orders

Use MMBE and Production scheduler for inventory availability

Communicate Customer follow ups daily

EDI – review B2B Monitor and reconcile

Upload customer portal invoices daily

Execute timely invoice adjustments

Process credit card payments, as required

Update CSR KPI’s daily on spreadsheet

Treat every Friday as month end

Commitment to 4 Hour Response time with internal / external parties.  (This does not mean bring the full resolution but the minimum is to acknowledge the request and let the party know you are working on it).

Maintain a broad knowledge of product availability (i.e. packaging, lead times, inventory)

Arrange collection of empty containers on behalf of the customer

Work with GM/AM for Return Authorizations and coordinate with customer

Complete administrative tasks and special projects as assigned

Consignment inventory reconciliation

Order customer branded labels for warehouses

Monitor customer telemetry to determine order entry

Collect End User Declarations (EUD’s) and submit to Regulatory

Process Customer Complaints in SalesForce 2.0

Answer after hours customer calls, as assigned (on call schedule / cellular phone)

Effectively Manage Email Inboxes

Monitor email for orders and enter any orders outstanding from the previous day. (All orders need to be entered within 24 hours of receipt)

File emails that have been dealt with.  Do not keep inbox overflowing so that you cannot organize your day.

Actively monitor Group inbox

Identify and train a Backup/Buddy System, in collaboration with your Manager

Effective hand off tasks during absences, communication and outstanding actions.

Ensure your back up is fully trained and capable to handle your workload in your absence.

Safety

Ensure safety is the first priority and that all activities are conducted in accordance with quality, health, safety and environmental management systems as well as corporate and local policies

Follow processes to prevent misloads, our goal is Zero Misloads

Record Near Miss reports  in Brenntag Operations Outreach (BOO)

Attend and complete safety training, participate in Mock drills, as required (example: Fire drill, mock recall, etc.)

Base salary range: CAD $ 55, 000 - 60, 000 k annually, depending on experience, skills, and internal equity

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 

• Maternity and paternal leave top-up

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