Customer Service Representative

Job summary

The Specialist manages customer backorders through the order flow process to ensure timely allocation and shipping. They proactively communicate potential issues to Sales and customers while maintaining accurate documentation in the Backlog Management tool.

Job details

Position Overview The Specialist- Customer Service – is responsible to follow customer backorder through the order flow process until order is allocated and shipped. The Specialist-Customer Service is responsible and accountable to ensure that orders do not encounter unnecessary delays due to the many variables that affect order flow. Specialist-Customer Service to pro-actively advise Sales/Customer of any potential issues so that all parties can work towards resolution. Responsibilities Daily follow up on lines in reject for 8+ days, including lines that fell off. Ensure sales is aware of any sample orders in reject. Identify any opportunities for business improvement and automation and propose solutions. Provide support for sales on how to properly use the electronic NCNR. Act as a resource person for salespeople who have questions about their rejected lines. ·Review price increase SQL data and make suggestions for improvement. Provide sales with price increase information. Ensure data is accurate and matches with the prices that sales has been provided. · Ensure that all vendor code and manufacturer code combinations are in the Estimated Dock Date file so that all transit times are displayed on TOPS. Request overrides for manufacturer codes that have multiple ship methods or locations. · Weekly : All PBO with no commit date linked to CBO in the 90 day required/bonds must have a date by 14 days. · Weekly : All Interco transfers with no commit date linked to CBO in the 90 day required/bonds must have a date by 14 days. Documentation o Ensure all actions are documented in the Backlog Management tool (TOPS) · Sales Requests o Respond to Sales requests linked to core responsibilities in a timely fashion o Clearly Communicate all issues Qualifications and Experience · University Education (preferred) and 3-5 years of previous customer service experience in a fast paced dynamic environment. · Operating knowledge of Microsoft Office (Excel, Access, Outlook) · Strong Interpersonal and communication skills What We Offer: Comprehensive training and mentorship program Exposure to cutting-edge embedded systems technologies Opportunity to work on diverse projects with key customers. Clear path for career progression within the organization Collaborative and innovative work environment Wellness program. Onsite gym and fitness studio with scheduled group classes - think yoga, aerobics. Employee lounge for you to rest and recharge. Subsidized employee cafeteria with delicious meals and snacks. Shuttle bus from Montreal Downtown to our facility in Kirkland.

What you’ll do

The Specialist manages customer backorders through the order flow process to ensure timely allocation and shipping. They proactively communicate potential issues to Sales and customers while maintaining accurate documentation in the Backlog Management tool.

Requirements

Candidates should ideally have a university education and 3-5 years of customer service experience in a fast-paced environment. Proficiency in Microsoft Office and strong interpersonal communication skills are required.

Benefits

• Comprehensive Training And Mentorship Program • Wellness Program • Onsite Gym And Fitness Studio • Employee Lounge • Subsidized Employee Cafeteria • Shuttle Bus Service

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Excel · Preferred
• Vendor Coordination · Preferred
• interpersonal communication · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Order Flow Management
• Microsoft Excel
• Microsoft Access
• Microsoft Outlook
• Interpersonal Communication
• Backlog Management
• Data Accuracy
• Problem Solving
• Vendor Coordination

Job areas

• Customer Service & Support
• Manufacturing
• Logistics
• Sales
• Administrative