Senior Customer Service Representative

Your challenge!

Are you a customer service representative who is looking for your next step in your career?

Do you have a passion for helping resolve issues and ensure clients are heard and valued?

Have you ever wanted to work for a company that cares about their employees and the environment?

If you answered YES to this, then we want to hear from you. Our Customer Service team is looking to bring on an additional Senior CSR to join this key team within Cascades.

In your role as a Sr CSR you could be helping to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service. You could also be responsible for entering orders and documenting customer records in accordance with established procedures, rules and standards. In this role, you are also responsible for helping to resolve any problems or order changes by collaborating with key stakeholders. You plan deliveries by coordinating inventory status and shipments of orders or material offers in a way that respect your business partners’ ability to meet demand. Finally, you provide a high-quality service to all your customers and suppliers by offering them customized solutions that target their needs and guarantee their satisfaction in order to maximize Cascades’ sales and profitability.

Individual responsibilities

Accountable

• Follow up on the order or need, from handling to delivery or conclusion
• Ensure fast and efficient handling of the need or order so as to satisfy the customer or supplier

Responsible

• Place orders according to customer consignment and replenishment inventory levels
• Apply discounts and surcharges as required
• Plan order deliveries within capacity and coordinate shipments and transportation usage in an optimal and economical manner
• Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status
• Coordinate inventory status, delivery dates and other specific material order or supply requirements
• Close past orders that are still open
• Ensure the accuracy of prices and order data, or customer or supplier material supply in the system
• Establish the level of an order or break down orders or needs in accordance with allocations/business rules and Sand OP demand plan
• Validate the status of orders or material supplies and communicate it to customers or suppliers
• Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary
• Create returns (virtual and physical)
• Perform real-time order entry and apply customer service procedures and standards
• Manage backorder processing, in accordance with guidelines
• Document your customer or supplier files based on customer service processes and business rules
• Create and maintain professional relationships with your customers and business partners

Experiences and strengths

• Proficiency with various computer tools including Microsoft Office and SAP
• Customer-centric approach and excellent communication and listening skills
• Ability to multi-task and provide multi-service support (phone, email, online systems)
• Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment
• Ability to act and react quickly while working on a number of files at the same time
• 5 to 10 years of relevant experience in a manufacturing sector
• Ability to adapt quickly and a high level of agility in order to respond to the various stakeholders’ needs
• DEC (college diploma) in administration and/or operations management or equivalent experience
• Collaborative spirit needed to work closely with all team members
• Ability to work independently
• Proficiency in French and English that allows you to express yourself clearly and concisely
• Ability to develop a deep understanding of the operational context, customer businesses and Cascades' value proposition

Core competencies defined for this job

Client-focus

Flexibility and ability to adapt

Rigour

Active listening

Autonomy

Action-based focus

#revealyourpotential #LifeAtCascades

Cascades believes in the success of an inclusive organization that values diversity within its team. It will fairly consider all those qualified for this position. The use of the masculine in our communication refers to both women and men.

About Cascades

Being part of Cascades means revealing the full potential of matter, people and ideas. We are a source of possibilities. Since 1964, we have been offering sustainable, innovative and value-creating solutions in terms of packaging, hygiene and recovery.

Join 12,000 women and men working in a network of more that 90 business units located in North America and Europe.