Reporting to the Customer Service Supervisor, the Customer Service Representative’s mission is to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service.
You enter orders and document customer records in accordance with established procedures, rules and standards. You resolve any problems or order changes by collaborating with key stakeholders.
You initiate the creation of material delivery documents in a way that respects your business partners' ability to meet demand.
Finally, you provide a high-quality service to all your customers and suppliers by offering them customized solutions that target their needs and guarantee their satisfaction in order to maximize Cascades’ sales and profitability.
Roles and Responsibilities
Taking ownership of customers issues and following problems through to resolution
Follow service procedures, policies, etiquettes and standards
Work in a team with customer service agents with common goal of providing best in class customer satisfaction
Strong written and verbal (French and English) communication, interpersonal, and customer-service skills.
Stay on top of industry’s developments and apply best practices to areas of improvement
Utilize assets to achieve qualitative and quantitative targets, objectives and assignments
Maintain an orderly workflow according to priorities
Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals
Use expertise to build strong healthy relationships with clients and create an open and accessible communication rout for free flow of information
Ability to work accurately, with interruptions, to meet deadlines
Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
Ability to work well independently as well as part of a team
Ability to exercise flexibility, initiative, good judgment and discretion
Strong analytical skills to comprehensively analyze and interpret policies, procedures and situations in a multifaceted way and possess strong problem-solving skills
Willingness to learn exclusive equipment and supplies particular to waste diversion business organization
Ability to provide various client-based waste diversion program orientation online / over the phone
Capability to generate system reports pertaining to customer service operations
Languages Spoken :
English & French is a must
High School Diploma is a must. College Diploma or University Degree is preferred. Previous industry experience preferred.