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

 REQUIREMENTS

  • 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

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