New Alasko L.P. Looking for Senior Customer Service Supervisor at Saint-Léonard, Quebec Full Time

Duties and Tasks :

Overview
Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and
high level of customer satisfaction is maintained. Works within the sales and support teams for the achievement of
customers satisfaction, revenue generation and long-term account goals in line with company vision and values.

Basic Functions
● Ensures and provides quality service to all customers.
● Answer phones to respond to orders, general customer inquires and customer complaints.
● Provide accurate information regarding availability of in-stock items.
● Accurately process customer transactions such as order entry, verification of pricing, product availability,
customer returns and quantity credits.
● Demonstrates the ability to gather, submit detailed business information for underwriting, pricing and presentation.
● Obtain accurate information from customers relating to shipment dates and expected date of delivery.
● Project a professional company image through phone interaction.
● Recommend alternate products based on cost, availability or specifications.
● Proactively recommend items needed by customers to increase customer satisfaction and improve
transaction profitability.
● Increase sales and average order size by means of add-on sales and offering other products.
● Monitor and coordinates shipment dates to ensure timely delivery and expedite as needed.
● Employee training.
● Insure that working hours are respected.
● Providing data and reports to help the sales team.
● Answering Customer Services calls and dealing with customers calls.
● Maintain materials relating to sales and knowledge of current products.
● Initiates required action for response to customer service requests for order changes, including the
maintenance of order/customer information files and communicates changes to the appropriate personnel
departments.
● Participates and provides expertise as a member of the customers service’s departmental team. The team’s
objectives are develop and recommend changes to existing methods and systems to increase the accuracy,
efficiency and responsiveness of the customer service department as a whole.
● Demonstrates ability to interact, cooperate and support with all company employees.
● Proactively establish and maintain effective working team relationships with all support departments.
● Adheres to all company policies, procedures and business ethics codes and ensures that they are
communicated and implemented.

Daily Functions
● Customers orders are received by Email, Fax, Telephone, EDI and Itrade
▪ Enter all orders in the AS400 system, print or save orders in system and file printed orders
in appropriate slot.
● Customer Information
▪ Assist customer with information on products, prices, complaints, COA’s, shipping errors and
invoicing.
▪ Assist sales reps with inventory, pricing, product returns, samples, promo request & reports.
● EDI Orders
▪ Orders are not entered. Message appears with EDI is received, update is done and orders are
printed and filed in appropriate slot.
● ITRADE Orders
▪ Orders are retrieved from the Itrade system, then entered in the AS400 system and printed.
▪ Order is then confirmed on the Itrade system. Once the order is shipped, the order must be
shipped on the Itrade system and invoice in the Itrade system.
● Credits
▪ If orders cannot be printed because of credit issues, an email is sent to AR for a release. A
response must be given by 3PM, if not must do a follow ups.
● Credits / Stock Transfers
▪ Issue credits for quality complaints or shortages related to transport. Stock transfers, issue
credit and invoices as per sales reps instructions.
● Warehouse 085 (Vancouver)
▪ Orders are entered in the AS400 and an update must be done to transmit the order EDI to
Vancouver. Each invoice must be scanned and sent to Corpak.
● Warehouse 058 (Americold)
▪ Orders must be confirmed to Americold by email, code and quantity. Once confirmation is
received order is finalized.
● Transport
▪ Dispatch transport (Quebec/Ontario/Maritimes and West)
▪ Orders are reviewed between 3PM – 3:30PM
▪ Build truck runs with appropriate transport.
▪ Enter transport purchase orders in AS400, fax or email purchase orders to transp