Bilingual Customer Service Representative - Order Management and Fulfillment

Location: Concord, ON, Canada
Date Posted: 01-10-2019
Position Summary:        
To exceptionally manage customer expectations regarding service and order fulfillment and to
ensure the perfect order: right product, right quantities, delivered on-time with the correct pricing
Position Responsibilities:
  • Order Management and Fulfillment. Ensure that orders are entered into the system with little error (99.9% accuracy rating); this includes correct dates, ship from and ship to warehouses, carriers, quantities and pricing.
  • Identifies and actions casefill issues; accountable for achieving 98.5% casefill for their customers
  • Identifies and actions on-time delivery issues; accountable for achieving 98% on-time delivery for their customers
  • Ensures that all reports that affect service are closely monitored and actioned if issues arise e.g. Open Order Summary, Shortage Reports
  • Communication to Internal and External Customers (primarily Sales and Customer contacts). Ensure prompt, pro-active communication to internal and external customers; includes regular service calls with customers and visits
  • Return phone calls or follows up on issues within 1 hour of request
  • Supply stakeholders and customers with complete accurate data re: service results i.e. casefill and on-time delivery
  • Adhering and enforcing company policies and procedures. Ensure that company policies are adhered to by internal and external customers i.e. lead time policy, minimum order policy, pool ship days.
  • Other assigned tasks. reporting, special projects, six sigma projects
 Required Skills and Experience:
  • Excellent communication skills
  • SAP or Oracle, Outlook and Excel aptitude
  • Experience with building relationships with customers and sales representatives
  • CPG experience preferred
  • Experience handling multiple and changing deadlines, working in a fast paced environment with high volume email
  • Bilingual in French
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