Customer Service Representative

We are a growing and very successful leading agricultural product company and distributor of minerals, feed ingredients, feed additives and pet specialty ingredients. Our 20 warehouses positioned throughout North America support our distribution capabilities and allow us to serve our diverse customer base across Canada and the U.S.

GENERAL ACCOUNTABILITY : In a hybrid working arrangement, the Customer Service Representative (CSR) role supports the sales team in attaining their objectives while interacting with customers to provide and process information in response to inquires, concerns and requests regarding sales orders and company products and services. The CSR is responsible for providing proactive and continuous communication and collaboration with the sales team and the Operations Director, pertaining to customer accounts and sales orders while also performing day-to-day duties for successful fulfillment of customer orders. All CSR interactions with customers are expected to ensure service excellence and customer satisfaction while effectively resolving customer conflicts and concerns.

SPECIFIC RESPONSIBILITIES : Order Management : Consistently meets service standard of order confirmations within 24 hours, and provides timely customer updates

• Confirm receipt of orders within 24 hours and confirms/updates price and delivery as soon as available
• Performs order entry of sales orders from customers
• Processes direct shipments, customer pickups and customer deliveries on Pestell resources and third-party transportation partners
• Interacts daily with other members of the sales department as well as other departments including purchasing, invoicing, logistics and shipping
• Monitor incoming product to provide accurate ETAs to our customers
• Complete release & shipment paperwork and forward to warehouse/logistics for confirmation
• Complete customer's specific requirements for each order
• Compare Shipping Confirmation / Bill of Ladings with sales orders to ensure accuracy between system and warehouse releases once the product is shipped
• US orders - Handle orders in the same fashion as above
• Create Proforma invoices for COD customers and follow up for payment
• Files shipping documents
• Processes credits for returned goods
• Maintains customer files

Freight/Documentation : Accrue Freight and Warehousing charges to sales order, where applicable

• Respond to documentation requests from customers, providing the necessary paperwork

Customer Satisfaction : Provides customers with an excellent service experience, ensuring orders are processed effectively, and issues are resolved in an expedient and accurate manner

• Identifies unique needs of customers and proactively seeks to meet those needs
• Resolves customer inquiries and complaints including short shipments, product quality, product damage, invoice queries, etc.
• Monitor/update Customer information in Chempax, to ensure it is current
• Enter Non-Conformances as issues arises and prepares NCR’s & MCIs as required
• Arrange pickups for returns from customers
• Interact in a positive and friendly manner with customers
• Always provides positive promotion of the company and its capabilities to all customers

Communication/Internal Relationship Management - Effectively communicates with internal departments to enhance customer satisfaction, and expedite problem resolution

• Communicate effectively with Purchasers to streamline order management (Ordering material, rush fees, pricing discrepancies, attaching products, blends etc.)
• Communicate with the accounting department for credit holds, as required
• Notify Account Managers of any significant order problems to ensure the proper level of resolution is exercised, as required

Other

• Support and lead by example, Pestells’ culture, strategies, pillars, and fundamentals
• Participate in ongoing personal development opportunities
• Perform other duties as requested

WORKING ENVIRONMENT :

• Hybrid role (Office/home)

REQUIREMENTS :

• At least 2 years inside sales and customer service experience preferably with a manufacturing company
• Degree/Diploma in Business or related field or demonstrated experience
• Order entry experience
• Knowledge of ERP systems is preferred but not mandatory
• Software knowledge of Microsoft Office including Outlook, Word, Excel, PowerPoint, Teams and Adobe Writer
• Superior communication skills both verbal and written; active listening skills
• Excellent organization skills with attention to detail
• Strong problem solving and analytical skills
• Self-motivated, high energy an engaging level of enthusiasm, a positive outlook, and a sense of humour
• Enthusiastic about delivering excellent service
• Highly professional, reliable and confident
• Bilingual (fluent in English and French) is an asset

If you have the qualifications and experience for the role, ensure to send us your resume today!

About Pestell Nutrition

Pestell N