Customer Advocate
Consumer & Customer Care
Full Time
Mississauga, Canada
2020-03-31

SUMMARY:

The Customer Support Specialist is responsible for end-to-end B2B (Business to Business) support for dealer and national accounts. The Customer Support Specialist will be the initial contact for our external customers. As such, the primary responsibilities of the Customer Support Specialist will be to:

  • Receive and process customer orders in ERP system
  • Responsible for maintenance of customer orders in ERP system at the request of the customer or sales team
  • Document and update customer interactions in CRM system
  • Coordinate shipping appointments with carriers and customers
  • Interact with supply chain teams to ensure shipments are delivered on-time
  • Proactively communicate supply chain issues and provide alternative solutions
  • Responsible for maximizing fill rate and on-time delivery performance
  • Provide support to customers for expedited shipping requests
  • Provide backup support to team members as required: eg. Vacation or personal day absences

Respond to customer inquiries by email and/or phone, such as (but not limited to):

  • Estimated time of arrival requests for inventory and shipment detail
  • Order inquiries and order entry requests
  • B2B web order portal questions / feedback

Minimum Qualification

REQUIREMENTS:

  • Experienced professional with a minimum of 3 years order management experience
  • Highly organized and able to prioritize
  • Strong understanding of inventory allocation process
  • Must have excellent verbal and written communication skills
  • Proficiency in Microsoft Excel
  • Experience working with SAP is an asset
  • Experience working under pressure in high-volume environment while maintaining standards for productivity, quality and service

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'