Job Description
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

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

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

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📌 Customer Service Representative (Quebec City)
🏢 KIK Consumer Products
📍 Quebec City