Job Title

The Customer Service Representative (CSR) role supports the sales team in attaining their objectives while interacting with customers to provide and process information in response to inquires, concerns and requests regarding sales orders and company products and services. The CSR is responsible for providing proactive and continuous communication and collaboration with the sales team and the Operations Director, pertaining to customer accounts and sales orders while also performing day-to-day duties for successful fulfillment of customer orders. All CSR interactions with customers are expected to ensure service excellence and customer satisfaction while effectively resolving customer conflicts and concerns. ESSENTIAL DUTIES AND RESPONSIBILITIESOrder Management: Consistently meets service standard of order confirmations within 24 hours, and provides timely customer updates Confirm receipt of orders within 24 hours and confirms/updates price and delivery as soon as availablePerforms order entry of sales orders from customers Managing Backorders and open orders daily Maintaining Customer profile with contact and product informationPrepare orders to be ready for invoicingProcesses direct shipments, customer pickups and customer deliveries on Barentz resources and third-party transportation partnersInteracts daily with other members of the sales department as well as other departments including purchasing, invoicing, logistics and shippingMonitor incoming product to provide accurate ETAs to our customersComplete release & shipment paperwork and forward to warehouse/logistics for confirmationComplete customer's specific requirements for each orderCompare Shipping Confirmation / Bill of Ladings with sales orders to ensure accuracy between system and warehouse releases once the product is shipped US orders Handle orders in the same fashion as aboveCreate Proforma invoices for COD customers and follow up for paymentFiles shipping documentsProcesses credits for returned goodsMaintains customer filesFreight/Documentation Accrue Freight to sales order, where applicableRespond to documentation requests from customers, providing the necessary paperwork Customer SatisfactionProvides customers with an excellent service experience, ensuring orders are processed effectively, and issues are resolved in an expedient and accurate mannerIdentifies unique needs of customers and proactively seeks to meet those needsResolves customer inquiries and complaints including short shipments, product quality, product damage, invoice queries, etc.Monitor/update Customer information in Chempax, to ensure it is currentEnter Non-Conformances as issues arises and prepares NCRs & MCIs as requiredArrange pickups for returns from customersInteract in a positive and friendly manner with customersAlways provides positive promotion of the company and its capabilities to all customersCommunication/Internal Relationship ManagementEffectively communicates with internal departments to enhance customer satisfaction, and expedite problem resolution Communicate effectively with Purchasers to streamline order management (Ordering material, rush fees, pricing discrepancies, attaching products, blends etc.)Communicate with the accounting department for credit holds, as requiredNotify Account Managers of any significant order problems to ensure the proper level of resolution is exercised, as requiredBarentz Culture/Fundamentals Support and lead by example, following Barentz purpose, strategies, and valuesAct legally and ethically in all professional relationships in adherence with Barentz culture, values and fundamentalsContribute to an environment of trust and mutual respect Maintain a strong commitment to teamwork and concern for others Maintain a high level of personal responsibility and ownershipUse effective communication and listening skillsFoster an inclusive and diverse workplace where every team member feels valued and respected Learning and Development Seek out and participate in ongoing growth and personal development opportunitiesEmbrace and promote Barentz learning and development culture Other Duties and Responsibilities: Duties and responsibilities may be amended at any time per business needWORK ENVIRONMENT Hybrid role (Office /home)EDUCATION AND EXPERIENCE At least 2 years inside sales and customer service experience preferably with a manufacturing companyDegree/Diploma in Business or related field or demonstrated experienceOrder entry experienceKnowledge of ERP systems is preferred but not mandatorySoftware knowledge of Microsoft Office including Outlook, Word, Excel, PowerPoint, Teams and Adobe WriterSuperior communication skills both verbal and written; active listening skillsExcellent organization skills with attention to detailStrong problem solving and analytical skillsSelf-motivated, high energy an engaging level of enthusiasm, a positive outlook, and a sense of humourEnthusiastic about delivering excellent serviceHighly professional, reliable and confidentBilingual (fluent in English and French) is an asset