Apply on Kit Job: kitjob.ca/job/2eopby

The Customer Care Representative will interact with customers to process accounts, orders, and to provide feedback and solutions in relation to complaints and inquiries. This role will work closely with cross-functional teams to ensure a high level of customer satisfaction. The duties and responsibilities for this position will evolve over time as the situation changes with respect to products and services offered by Koppert Canada

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Position Competencies

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- Process customer orders with a high level of speed and accuracy
- Ensure customer inquiries are handled in a timely manner
- Handle customer complaints and provide appropriate solutions
- Process customer invoices within deadlines
- Keep records of customer interactions and file documents
- Place purchase orders with biological suppliers
- Submit import documentation to customs broker for customs clearance
- Ability to multi-task and prioritize work to meet deadlines

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Summary of Functions

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Customer Service

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- Entering customer data and information into ERP system with a high level of speed and accuracy
- Processing customer accounts and updating or information as required (addresses, contact information, license information etc.)
- Process customer invoices before end of each shipping week
- Answering and or redirecting phone calls to appropriate department
- Managing orders inbox; reading and responding to e-mails in a timely manner
- Communicating and coordinating with internal departments to ensure customer inquiries are resolved promptly
- Keep records of customer interactions and file documents
- Providing additional support to colleagues & department when short-staffed





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Sales Support

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- Entering/Updating trade agreements in ERP (customer pricing)
- Notifying TC’s on the availability, shortage and delay of products
- Providing customer data to sales team as required

nSupply Chain- Procurement of Biologicalsn

- Obtaining reports to analyze inventory requirements
- Placing purchase order to biological suppliers according to supplier order deadlines and shipping schedules
- Notifying internal departments of incoming biological shipments
- Submitting documentation to customs broker, CBSA etc. for international imports

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Core Competencies

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General Competencies and Qualifications

nSuccessful candidates in the Customer Care Representative position must demonstrate and obtain:n

- Secondary school diploma
- Knowledge of Customer Service principles and best practices
- Communicate effectively in English, both verbally and written, French is an asset
- Communicate effectively in English & French, both verbally and written
- 2+ years of experience in a similar position
- Strong phone contact handling and active listening skills
- Solid organizational skills
- Superior attention to detail
- Maintain a high level of accuracy in all work activities




- Must be able to work independently with minimal supervision

nTechnology Competencies A level of technological experience is inherent to the position. A successful candidate must have at least:n

- Intermediate knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint etc.)
- Microsoft Dynamics 365 or other ERP experience
- Obtain reports using SQL reporting tools and PowerBI
- Familiarity with CRM systems and practices (starting 2022)

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Behavioural Competencies

nThese are a combination of skills, attributes, and behaviours, which are directly related to the successful performance on the job.n

- Maintain a high degree of integrity and ethical behaviour in all business activities and decisions; set personal standards of conduct that meet or exceed company or legal requirements; keeps confidences; admits mistakes, and does not misrepresent themselves for personal gain.
- Dedicated to meeting the expectations and requirements of internal and external liaisons.
- Establishes and maintains effective relationships with customers and gains their trust and respect while proactively addressing customers needs.
- Follows through on identified problems until resolution.
- Establish and maintain harmonious professional relationships by demonstrating respect for and sensitivity to others.

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Company Values

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We partner with Nature:

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- We have a deep respect for nature. Nature was here first and will always find a way. We use nature as a tool against itself to provide ethical, health conscious ways to produce, maintain, and promote growth.

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We Work

Apply on Kit Job: kitjob.ca/job/2eopby

📌 Customer Care Representative (Niagara-on-the-Lake)
🏢 Koppert Biological Systems Canada
📍 Niagara-on-the-Lake