Chemtrade Looking for Customer Support Specialist at Toronto, ON Full Time

Scope of the Position

The Customer Service Specialist is the primary contact for customers, carriers, and suppliers for all Customer Support activity. CSR is responsible for maintaining carrier dispatcher relationships to ensure product and service continuity to Chemtrade customers. CSR is also a primary contact to liaise between customers and other cross functional teams within the organization to meet customer requirements, and address any customer non-conformances

Position: Customer Support Specialist

Shift: Monday to Friday – 40 hours; hybrid; on call rotation every 8 weeks

Key Responsibilities

• Schedule, monitor and expedite deliveries to customers; work with the designated carrier dispatchers from order to delivery. Assist customer on all service issues (including tech service, quality, sales management, etc.).
• Communicate any delays or changes to customer orders to the customer to ensure that any changes are acceptable to maintain their requirements.
• Maintain customer, carrier performance, and delivery databases. Monitor carrier performance and capture non-conformances.
• Monitor on the telemetry customer’s tank status, forecast customer demand and manage designated customer inventories, including communication of scheduled shutdowns.
• Work with supply chain for annual/seasonal production outages at Chemtrade supply points to ensure product continuity for internal and external customer requirements. Work with Commercial team to ensure third party product availability if necessary to maintain customer demand during any outages.
• Arrange transportation (truck & rail) equipment to maintain customer inventories. Rail Car tracing on a daily basis to ensue delivery arrives.

What You Need To Be Successful

• College diploma or Bachelor degree in business or supply chain management; equivalent of education and/or experience would be considered.
• 2-5 years’ experience in a customer service or supply chain related function helpful
• CSSs are required to be on call 24/7 for 1 week on a rotating basis in order to support the business in other regions and time zones.
• Computer proficiency; MS Office Suite
• Experience with SAP or other ERP system an asset.
• TDG certificate an asset.

Reports to: Customer Support Supervisor

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