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Customer Service Representative


This is a Contract position in Cochrane, AB posted April 22, 2021.

CASCADES Founded in 1964, Cascades produces, converts and markets packaging and tissue products that are composed mainly of recycled fibers.

The Company employs 11,000 employees, who work in more than 90 production units located in North America and Europe.

With its management philosophy, half a century of experience in recycling, and continuous efforts in research and development as driving forces, Cascades continues to deliver the innovative products that customers have come to rely on.

CASCADES CONTAINERBOARD PACKAGING The Containerboard Packaging Group, a division of Cascades, is the largest containerboard producer in Canada, and is also a top converter of corrugated products in the country.

The Group manufactures a wide range of products made from recycled fibres for its North American customers in the food, beverage and consumer products sectors, among many others.

The Division, which employs close to 3,400 people, owns six containerboard mills and nineteen corrugated products plants in Canada and the United States.

YOUR CHALLENGE 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.

JOB RESPONSIBILITIES ​ Perform real-time order entry and apply customer service procedures and standards​ Document your customer or supplier files based on customer service processes and business rules​ Create and maintain professional relationships with your customers and business partners​ Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary​ Establish the level of an order or break down orders or needs in accordance with business rules​ Validate the status of orders or material supplies and communicate it to customers or suppliers​ Place orders according to customer consignment and replenishment inventory levels​ Apply discounts and surcharges as required​ Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status​ Ensure the accuracy of prices and order data, or customer or supplier material supply in the system​ Initiate the creation of order delivery documents in compliance with the capacities and coordinate shipments and transport usage in an optimal and economic way​ Update customer on inventory status, delivery dates and other specific material order or supply requirements.​ Manage backorder processing, in accordance with guidelines​ Create returns (follow up on the order or need, from handling to delivery or conclusion) QUALIFICATIONS & EXPERIENCE DEC (college diploma) in administration and/or operations management or equivalent experience​ 2 to 5 years of relevant experience in a manufacturing sector​ Proficiency with various computer tools including Microsoft Office and SAP​ Proficiency in French and English that allows you to express yourself clearly and concisely​ Ability to act and react quickly while working on a number of files at the same time​ Collaborative spirit needed to work closely with all team members​ Customer-centric approach and excellent communication and listening skills​ Ability to work independently​ Ability to adapt quickly and a high level of agility in order to respond to the various stakeholders’ needs​ Ability to develop a deep understanding of the operational context, customer businesses and Cascades’ value proposition​ Interest in problem solving, ability to self prioritize daily tasks and work in a fast-paced environment​ Ability to multi-task and provide multi-service support (phone, email, online systems)​ Exemplary rigour in carrying out your responsibilities Cascades believes in the success of an inclusive organization that values diversity within its team.

All qualified candidates will be considered for this position in a fair manner.

Use of the masculine in our communications refers equally to both men and women.