We are looking for a Customer Service Representative who will be responsible for coordinating the sales orders process and managing the relationships with the key stakeholders – Customers, Sales Personnel, Production, and Accounting. Reporting to the Manager of Customer Service, this role will be based out of our Markham location.

Location: Markham, Onsite 5 days a week

Duties and responsibilities

• Take customer orders either directly from customers or sales representatives.
• Receives, coordinates and processes all incoming sales orders.
• Place orders for materials and supplies that are to be used in production.
• Handle customer complaints and/or questions and follow-up with appropriate internal personnel (Design, Production, Purchasing, Accounting) as required.
• Send order confirmations to customers.
• Trouble shoot customer order changes ensuring all changes are posted and processed.
• Maintain customer files ensuring contact and order information is kept up to date.
• Resolve any NCR's as they occur throughout the order cycle in compliance with our quality standards.
• Serve as initial point of contact when new customers call to request information. Forward customer to Area Sales Representative where required.
• Responsible for troubleshooting customer order issues and acts as the communication liaison between customer and sales representative.
• Obtains quotes and issues purchase orders for corrugated & packing material products with suppliers.
• Follow up with sales personnel, suppliers, production and other key contacts as required.
• Other duties as required.

Qualifications

CSR experience in the corrugated & packing material industry is preferred.

• High school diploma with at least 2-3 years of related experience working as an CSR associate.
• Detail oriented, methodical, well organized, with fast data entry skills.
• Excellent customer service, communication and interpersonal skills.
• Ability to multitask, establish priorities and work independently.
• Excellent computer skills (proficiency in MS Word and MS Excel);
• Strong documentation skills, accuracy, and attention to detail is a must.
• Able to meet timely deadlines and ensure appropriate response times.
• Excellent organizational and time management abilities required to prioritize a high volume of tasks or competing priorities.
• Proven problem-solving skills with the ability to visualize and deliver creative solutions.
• Ability to manage multiple internal clients and be adaptable to the needs of each

Competencies:

• Customer Focus - Personally demonstrates that external and internal customers are a high priority. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and audits customer satisfaction with products or services.
• Decision Quality - Gathers enough information to allow a pragmatic assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Communicates the impact and implications of decisions. Completes the appropriate level of due diligence required to make a quick, accurate decision.
• Drive for Results - Achieves results within established timelines. Understands and demonstrates that intentions, activities and results are not the same. Pursues everything with energy, drive, and a need to finish; does not give up after finishing, even in the face of resistance or setbacks; consistently challenges self and others for results.
• Leadership - The expectation of leadership is not reserved solely for only those who are in positions of authority, but from all employees. They demonstrate high integrity and are motivated by wanting to make a real difference to people by delivering a high quality service for their customer and the organization. In positions of authority they: invest in development for the right people and identify and develop future leaders, and coach and provide candid feedback to others. They are visible and they model behaviours, competencies and values expected and inspire others to undertake challenging tasks and projects.
• Teamwork - Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback. Communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team. Ensures the right stakeholders are informed and involved where necessary. Is ready to “roll up their sleeves” as necessary.
• Think and Act like an owner - Thinks and cares about the organization like an owner. Commits to and upholds organizational values, and core behaviours even under difficult circumstances. Demonstrates a strong sense of responsibility and dedication to the success of the organization. Takes appropriate risks, holds self and others accountable for measurable, high-quality, timely, and cost-effective results and openly raises a challenge even if others don't.

Atlantic Packaging is dedicated to fostering an inclusive environment where all colleagues and customers feel valued and supported. We are committed to developing our team to reflect the diversity of our communities in which we live and work and seek applicants with a wide range of abilities. Accommodations for persons with disabilities required during the recruitment process are available upon request.