CUSTOMER SERVICE
Job Type
Full Time
Posted
January 31, 2023 2:49PM
Location
Brantford, Ontario
About Sika Canada Sika has been present in Canada since 1957 through its subsidiary - Sika Canada Inc. The Pointe-Claire site, located near Montreal, houses the head office for all Canadian operations, which includes the research & development, administration, sales, and marketing departments, including a production plant and a main distribution centre serving the entire country. These facilities operate under dual certification - ISO 9001 for quality management systems and ISO 14001 for environmental management systems. With regional offices and manufacturing facilities located in Boisbriand, Quebec; Cambridge, Oakville, Sudbury, Ontario; Edmonton, Alberta; and Surrey, British Columbia, Sika Canada employs more than 400 people and is able to effectively share its international expertise with local customers and stakeholders.
Description
JOB PROFILE: Intern CSR – ROC
DEPARTMENT: CUSTOMER SERVICE
OVERVIEW
Under the mandate of the Vice-President Customer Experience
and in collaboration with the Customer Service Team Lead, a Customer Service
Representative is responsible for:
- Processing customer orders in SAP
- Coordinating with Logistics,
Production and Inventory Planning to ensure that customers receive their
products on-time - Communicating regularly with
Sales Representatives in each target market to support customer needs - Supporting existing accounts and
maintaining a strong relationship with key contacts
PROCEDURES
- Enter orders, process payments
and ensure shipment - In each order, verify products,
quantity, pricing, shipping dates and special requirements including export
documents and technical documents where necessary - Coordinate with Team Leads,
Logistics, Production and Inventory Planning to ensure that products are
delivered on-time - Receive inbound calls and emails
and provide existing or prospective customers with information on placing an
order, order details, pricing information or necessary documentation - Ensuring complete customer
satisfaction, when required, coordinate with teams to complete files that may
include returns, credits, delays or claims
PERFORMANCE MEASURES
A Customer Service Representative’s performance is evaluated
according to the following criteria
- Meeting Key Performance
Indicators as established for the Customer Service department - Internal audits of orders
QUALIFICATIONS
- College degree with a minimum of
2 years’ experience in Customer Service - Must have excellent computer
skills (Microsoft Office Suite) - Experience with SAP would be a
strong asset - Experience with Salesforce would
be an asset - Follow Sika’s training applicable
to the position including SMS, Health and Safety, Environment
- Bilingualism is a strong asset
(English and French) spoken and written - Excellent interpersonal skills
- Excellent oral and written
communication skills - Strong ability to work under pressure
- Excellent organizational, time
management and priority management skills - Must be a team player