Cambrian Solutions – Customer Service Manager

By April 11, 2019Job Postings

Company: Cambrian Solutions
Position Title:
Customer Service Manager
Location: Oakville, Ontario
Office Hours: 8:30am – 5:00pm,
Monday to Friday


Type of Position: Permanent Full-time
Division: Customer Service – Operations


If you are interested in joining our team, please forward your resume and cover letter to careers@cambrian.com,
Attn: Product Coordinator.


Starting Date: Immediate

Established in 1995, Ontario, Cambrian Solutions is a vibrant sales and marketing company with a primary focus of supplying globally-sourced raw materials and chemicals to our expanding range of customers across Canada. We are a dynamic group of growth focused individuals who pride ourselves on our technical and solutions-oriented approach to our customers’ needs.

Cambrian offers a competitive salary in addition to a positive and collaborative corporate culture. We believe in developing people as well as growing our business and make this philosophy a priority. Our head office is located in Oakville, Ontario. Please visit our website at www.cambrian.com to learn more about us.

General Summary:

Oversees the daily operations of the Customer Service Department and management of Customer Service Representatives.  Services a small designated pool of customers by processing orders and responding to inquiries, concerns and requests regarding Cambrian’s products and services.

 

Major Tasks and Responsibilities

Management – Oversees the CS Department, managing Staff Performance and resolving personnel, internal and customer-related issues

  • Train, coach, mentor CSR’s and encourage positive behavior
  • Generate and analyze reports on customer service activities
  • Develop Customer Service procedures, policies and standards
  • Meet with other Managers to discuss improvements to Customer Service
  • Ensure communication between all the departments is effectively maintained
  • Aid in the investigation and resolution of customer problems
  • Assist with recruitment initiatives involving departmental staff
  • Conduct performance appraisals with department employees
  • Represent Customer Service department on the Recall Team
  • Manage attendance, including the approval of timesheets for part-time Receptionists

Order Management – Consistently meet service standard of order confirmation and provide timely customer updates

  • Prepare all necessary shipping documents for local and international shipments.
  • Communication with third party warehouses
  • Prepare all necessary shipping documents for local and international shipments
  • Complete release and shipment paperwork, and forward to warehouse for confirmation
  • Follow up with warehouse on any missing Bill of Ladings to verify order has shipped and invoicing is complete in a timely manner.
  • Create proforma invoices for COD customers and follow-up directly for payment
  • Deal with customs on any order related issues
  • Sign off on all export declaration forms (B13A) for Customer Service orders

Freight/Documentation – Manages outbound freight and warehousing charges with accuracy and timeliness

  • Accrue freight and warehousing charges to sales orders where applicable
  • Approve freight invoices and adjusts in ERP system, as required
  • Check pre-notification from customs, to ensure no amendment is needed on US orders
  • Approve customs invoices and adjust in ERP system as required
  • Respond to documentation requests from customers
  • Investigate and close non-conformances

Customer Experience – Provide an excellent customer experience

  • Resolve minor problems and customer issues quickly, and independent of Account Managers
  • Update customer information in ERP system, to ensure it is current
  • Enter non-conformances as issues arise, and prepare documents as required.  Arrange pickups for returns from customers

 

Internal Relationship Management/Communication – Effectively communicate with internal departments to enhance customer satisfactions and expedite problem resolution

  • Communicate effectively with Sales and Product Coordinators to streamline procedures, such as order management i.e. ordering material, rush fees, pricing discrepancies, attaching products, blends etc.
  • Communicate with the accounting department for credit holds and efficient order processing
  • Communicate any significant order problems with Account Managers

 

Education, Experience, Required Knowledge and Skills

  • Grade 12 Secondary School Diploma; Post-secondary education would be considered an asset
  • 3-5 Years of experience in Customer Service
  • Previous inside sales experience would be considered an asset
  • Previous Supervisory experience is preferred
  • Solid organizational skills, with the ability to prioritize and meet multiple deadlines
  • Strong problem solving and analytical skills
  • Attention to detail
  • Excellent interpersonal and written/verbal communication skills, both in English and French (preferred)
  • Proficiency in the Microsoft Office Suite (Word, Excel, Outlook)
  • Knowledge or ERP systems

 

Working conditions

  • General office environment
  • Work involves ongoing use of computer
  • Non-hazardous fine and industrial chemicals are located in a nearby room

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