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Senior Customer Service Experience Associate – In office position
CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Senior Customer Service Experience Associate to join the team on a full-time permanent basis for the Delta location. Reporting to the Customer Service Team Lead, the Senior Customer Service Experience Associate provides exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.
Our commitment to our employees is reflected in our progressive culture, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more.
Benefits
- Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
- Performance, Education & Referral Programs
- Additional statutory Holidays: Easter Monday and Remembrance Day
- Quarterly pizza lunch, Summer BBQ’s
- Quarterly town halls, Winter Holiday Party
- And much more!
Responsibilities
- Manage customer EDI portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily
- Communicate with customers through various channels and respond to email orders and confirmations within 24 hours
- Review, analyze and reconcile customer accounts ensuring open, late and backorders are dealt with in a timely manner
- Contribute to the development of team process improvements
- Prepare Credit Authorizations and Return Goods Authorizations (RGA) on a timely basis
- Troubleshoot and investigate customer complaints, and provide timely resolution to the customer
- Thorough knowledge of CMP products to provide stock availability by location
- Review prepayment orders to ensure orders are paid promptly prior to release
- Work with the production teams to ensure backorders are communicated to the customer
- Act as a backup for processing IBT consignment orders as required
- Assist Account Receivables with short payments on customer orders by providing order back up, proof of deliveries, order acknowledgements with pricing, pricing files, promotional discounts, etc.
- Build sustainable relationships of trust through open and interactive communication with internal customers
- Provide USMCA (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin as requested
- Provide backup to the Address Validation process
- Provide coverage for the department during periods of absence
- Promote safe work practices as outlined in the Worksafe B.C. regulations.
- Follow company and departmental policy and procedures.
- Prepare personal annual goals and objectives and participate in job-related continuing education courses
- Participate in meetings as required or requested
- Filing and other duties assigned as required
Requirements
- Minimum 5 years of Customer Service experience
- Minimum of 1 year experience in a manufacturing/production or similar industry (Asset)
- Minimum of 3 year experience in Customer Order Management
- Minimum of 3 year experience in EDI portal and with giant/big box retail outlets like Walmart, Amazon, etc.
- Experience preparing Credit Authorizations and Return Goods Authorizations (RGA)
- Familiar with (US/Mexico/Canada Agreement) Certificates, Certificate of Insurance and Certificates of Origin
- Post-secondary completed degree or higher is preferred
- Proficient at Microsoft Office/Software
- Knowledge of CRM systems, in particular Zoho Desk
- Experience with ERP system, particularly Infor Visual is an asset
- Strong problem solving skills, excellent verbal, written, interpersonal skills and phone etiquette
Hours
- 8:00 m – 4:30 pm, Monday to Friday
CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in Canada. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources. We thank all applicants for their interest and advise that only those selected for an interview will be contacted
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Extended health care
- Vision care
Flexible Language Requirement:
- English not required
Schedule:
- 8 hour shift
Application question(s):
- How many years of customer service experience do you have?
- How many years of Customer order management experience do you have?
- What is your pay expectation?”
- This is an office position, are you comfortable commuting to this location?
Work Location: One location
