Bilingual Customer logistic Representative Job Markham area,Ontario Canada,Customer Service/HelpDesk

Duration: months contract, Full-Time

Employment Type: W-

Job Description:

The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations' perspective. The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory. The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.

The CLR will also engage with internal partners to provide resolution to customer complaints.

The CLR will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value-added services offered to the customers. This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning

CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Responsibilities:

Value Add
Through the tactical operations the Customer Logistics Representative will seek to deliver value to our customers.

The CLR's main objective is to build and maintain a strong and positive relationship with their assigned customers.

The CLR actively seeks to build further collaboration with existing customers to achieve:

An increase of the number of orders sent electronically to CLIENT

A reduction of errors that occur for customers submitting already electronic orders.

A decrease of the number of corrective documents (Credits/Debits and Returns)

A reduction of the cycle time of Credit / Debit issuance

CLR will act as an internal representation of the customer and will search for the optimized balance between

CLIENT capabilities/controls and customer expectations.

Apply available information and reporting to measure efficiencies within the assigned customer portfolio.

. Tactical

Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.

Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary djustments.

Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.

Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.

Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.

Ensure all activities are performed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI’s) to guarantee a compliant supply chain.

Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.

Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.

Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.

Provide support and coordinate with the rest of the team while other peers are out of office.

. Professional and Personal Development

Produce a Personal Development Plan (PDP) on a yearly basis that will outline the organizational and personal objectives.

Actively participate in the Conversations model to monitor progress and assess performance.

Embrace change as a result of process improvements and new implementations.

. Process & Projects, Data and Analysis

Function as a subject matter expert on all assigned Customer Experience processes

Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team

Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Job Knowledge Requirements:

Relevant knowledge and experience

Strong interpersonal, collaboration and communication skills

Physical/Auditory & Visual Demands:
Significant time spent in front of a computer screen and on the phone; headset to be worn when on the phone queue.

Experience:

A minimum of years in a customer facing role or related experience

Possess a high sense of accountability and ownership.

Excellent command of English and French (Required)

Experience in the Health Care industry an asset

Strong time management skills

Analytical skills preferred.

Skills:

Strong proficiency with MS Office applications

Experience with ERP systems and SAP preferred

Experience and exposure to different areas of supply chain an asset

Post- secondary education or equivalent professional experience

Education:

Bachelors

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce…


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