Customer Service Specialist

Customer Relations Specialist/Office Administration

Contract - 6 months and subject for extensions

Eglinton Ave.
West- Toronto

Buchanan Technologies is looking for a Customer Relations Specialist/Office Administrator for contract assignment to our client.
The key qualification is someone who has worked within the Supply Chain and Logistics multitasking environment .

JOB SUMMARY

Customer Service - this role champions and efficiently executes customer service and the processing of customer orders.
You are the first point of contact for customers and we want to ensure all contacts are left with a positive lasting customer service experience, in line with our corporate values and strategic objectives.
Processes order fulfillment and maintains relationships with customers by ensuring appropriate service levels are achieved for order processing and responsiveness to internal and external customers.

Office Administration - this role provides tactical support to the Sales/Marketing/Office.
Responsibilities include, but not limited to, answering customer inquiries, general correspondence, record keeping, basic accounting support, database data-entry and providing general administrative support for sales and marketing initiatives.

Key Responsibilities

Customer Service:

• Manages voicemail/calls from internal and external customers - handles all calls immediately and in a professional manner ensuring superior customer service.
  
• Processes and manages orders (completed by 10 am each day) while applying independent thinking and alignment with functional areas to deliver orders on time and in full.
  Evaluates orders to ensure accuracy.
  
• Manages pricing and delivery issues for all orders - validate/ensure all orders have correct pricing/promotions/off invoice discounts with proper backup.
  The goal is to be proactive and correct any issues that prevent us from processing the perfect transaction.
  Successful management of pricing and delivery controls will result in increased efficiencies within the department that will result in a direct contribution to company profits.
• Offers customers up-to-date product knowledge and communicates order variances.
  
• Understands and adheres to the customer's requirements for order management - for example, call for delivery appointments or uses customer's website to scheduled pick up of their orders.
• Communicates and coordinates with the warehouse, freight carriers and team members to ensure orders are fulfilled, shipped, and delivered on time in accordance with the customer's instructions.
• Research customer inquiries/delivery issues, engaging third parties as required to solve.
  
• Maintain data in our master files, for example but not limited to pricing, promotions, eco fees and customer-bill and ship to information, EDI.
• Manages and maintains Order Processing Global Messages to communicate relevant information to process, ship and to deliver orders.
  This includes but is not limited to reviewing all messages on all orders and determining if information needs to be added, revised or removed.
• Investigates and submits transportation claims for customer shortages/damages.
• Investigates warehouse errors, i.e.
  mis-picks/shortages/overages and submits fines/claims when needed.
• Investigates and publishes OTIF (On Time and in Full) and KPI (Key Performance Indictor) report.
• Create and maintain SOPs to meet the customer's requirements - updates to existing order entry procedures, documents as necessary and publishes as required.
• Supports other functions in Supply Chain as needed to meet corporate objectives.
  Acts in the best interest of the company by applying stated corporate values and priorities to all communications, decisions and actions.

Sales and Marketing Support:

• Produce and distribute daily sales reports by noon every day.
• Provide administrative support to the sales and marketing team, including but not limited to, artwork requests, sales collateral, marketing projects, promotional activities and mailings.
• Prepares purchase orders for Marketing's promotional builds - all purchase orders will be signed by General Manager.
• Collaborate with Marketing/Supply Chain to create Warehouse Bulletin for co-packer to build promotional skus.
• Updates information (part #/description/case pack) on various customer/supplier databases, i.e.
  GS1
• Maintains our Master Spec sheet, distributing and updating sales/marketing reports as required, and customer price lists.

Office Administration:

• Assists in the organization of special events/sales meetings/group lunches etc.
  booking venues, planning transportation, and inviting participants as directed.
• Assists with tracking and/or reconciling of various accounting activities:
  i.e.
  credit cards, CHEP pallet movements, A/R deductions, Sales planner roll forward.
• Prepares and coordinates courier pickup, as needed.
• Performs other related activities as needed to support corporate objectives.

Qualifications

• Able to build and maintain positive and respectful internal and external relationships.
• Demonstrated technical knowledge of general order processing and logistics procedures and practices.
• Demonstrated customer service ability to influence customers and provide fiscally responsible order fulfilment solutions.
• Able to accurately and efficiently complete all essential functions on time while being a good steward of EBITDA.
• Knowledge of applicable regulations, policies, procedures, principles, standards, controls, best practices, etc.
  required to execute essential functions.
• Able to learn and apply current product knowledge to be effective in essential functions.
• Ability to organize and analyze data and summarize information for management review.
• Able to effectively communicate and collaborate on cross-functional projects.
• Capable of effectively communicating information orally and in the form of spreadsheets or written reports.
• Competent in application and use of ERP, vendor software, MS office applications, reporting tools and other platforms in the execution of essential functions.
• Able to work under pressure with strict deadlines.
• Ability to independently manage deliverables while balance multiple demands, competing priorities and deadlines within capacity constraints.
• Ability to take initiative while seeking appropriate guidance.
• Broad understanding of interrelation of various business functions