Customer Support Specialist

Position Summary / Purpose

The Customer Sales Support Coordinator will focus on all aspects of customer satisfaction Working efficiently and effectively with other departments across the business to ensure excellent customer service is reached. This role will build strong working relationships with the customer, process and forecasting orders to ensure delivery expectations are maintained. Working closely with Supply Chain and External Sales Team to create a high performing team to deliver and maximise outcomes for the customers and business.

The role will be integral to the development of the customer support department and will involve creating best working practices and processes to ensure full customer satisfaction.

Main Duties and Responsibilities

· Working alongside all departments, both internally and externally to deliver our products to customers OTIF

· Day to day Management of the customer service and sales administration process for North American customers

· Handle customer orders and respond to customer enquires in direct communication by email, and phone.

· Input and maintain forecast requirements and closely monitoring stock allocation to ensure seamless supply

· Identify and implement process improvements to our current customer and sales administration processes

· Assist in developing and delivering CS projects to improve business performance and meet deadlines

· Working closely with supply chain and customers to improve OTIF levels by using analytical data on a daily basis

· Carry out root cause analysis when problem solving

· Support the external sales team to achieve monthly and yearly targets.

· Maintaining and setting high standards, leading by example, promoting the Company's core values and objectives

· Ensure all company policies and procedures are adhered to

· Establish and develop relationships with both new and existing contacts within the allocated customer base

· Work alongside the planning department to ensure product is manufacturing in line with customer demand.

· Manage all enquiries through to the business generated by customers and national account managers.

· Action any customer complaints quickly and efficiently.

· Assist in the accuracy of customer forecasting

· Maintain accurate pricing data.

· Work closely with the national account managers to ensure an excellent customer experience is always maintained.

· Input and maintain forecast requirements and closely monitoring stock allocation to ensure seamless supply

· Attend regular production/sales meetings

· Help in other areas of the business as needed while it is growing: i.e. purchasing, logistics, quality, etc.

Person Specification

Qualifications/ Experience

Essential

* Demonstratable record of success.

· Diploma in administration or similar.

· Minimum of 3 years’ experience.

· Management skills

Desirable

· Experience and knowledge of commodity driven products and pricing.

· Experience with SAP

Particular Aptitude/Skills Required

· · Ability to work in a fast- paced environment to tight deadlines.

· Excellent teamwork

· Excellent interpersonal and communication skills. Ability to communicate in all formats and at all levels with colleagues, managers, and external organisations.

· Organisational skills to prioritise effectively.

• Self-motivated

· Good IT skills including, Microsoft Office, Excel, Word, PowerPoint, MS Teams (but not essential)

Job Types: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer support: 3 years (required)

Work Location: In person