The Customer Service Representative acts as a key point of contact between customers and internal teams. They ensure efficient order management, delivery coordination, and follow-up on operational issues, while contributing to customer satisfaction and overall performance service level.

Responsibilities

Key Responsibilities

- Enter customer orders
- Process orders based on customer priorities and operational constraints, including inventory, production, and transportation
- Schedule deliveries with our carriers
- Manage appointment scheduling for our customers’ transportation needs through customer portals
- Answer phone calls and manage the email inbox for order follow-up
- Maintain proactive communication with key customers such as Costco, Loblaw, Walmart, and others to anticipate issues and manage priorities
- Collaborate with the sales, planning, production, and logistics teams to ensure efficient service
- Collaborate with the Finance department to follow up on unbilled orders at month-end




- Manage issues and handle customer complaints effectively
- Validate product availability and communicate delays or supply and production issues affecting customers through reporting and analysis
- Monitor delivery performance, including OTIF, and contribute to resolving gaps
- Identify opportunities to improve customer service processes and optimize workflows

Qualifications

Desired Profile
- Excellent communication skills, both spoken and written
- Ability to analyze and solve problems

- Robust customer service orientation
- Autonomy, attention to detail, and strong organizational skills
- Good proficiency in Microsoft Office
- Knowledge of the JDE system is an asset
- Bilingualism in French and English, written and spoken
- College diploma (DEC) in administration or a related field, or an equivalent combination of 2 to 3 years of customer service experience

📌 Customer Service Representative (Montreal)
🏢 KIK Consumer Products
📍 Montreal