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Customer Service Representative

4 months ago

Lufkin, United States Stella-Jones Full time

Company Overview

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. Stella-Jones is headquartered in Montreal, employs 3,000 people across Canada and the United States, and is publicly traded on the Toronto Stock Exchange. To learn more about the company, visit us at:


Position Overview

The Account Specialist at Stella-Jones is responsible for managing assigned customer accounts by handling a variety of pre/post sales functions to ensure the highest quality of customer service.


This is role is an on-site position based at our Lufkin office.


Key Duties:

  • Contributes to the development of sales forecasts and targets.
  • Assists with managing inventories, orders, and related transactions for assigned customers and territories.
  • Maintains knowledge of all contractual and regulatory requirements of the customers.
  • Verifies and posts details of business transactions to spreadsheets and databases.
  • Investigates and resolves customer complaints and/or issues in an urgent manner.
  • Reconciles report discrepancies and problems.
  • Inputs customer and sales data into processing system according to company procedures.
  • Reviews, balances, interprets, and corrects computer reports and submits to management upon request.
  • Assists customers and other staff by answering questions related to accounts, procedures, and services.
  • Monitor inventories in yards and may be responsible for Alliance customers as assigned.
  • Provides input to the planning department to ensure that appropriate FG inventory levels are maintained and that replenishments are scheduled in order to meet the requirements of our customers.
  • Reviews all quotes and orders to ensure accuracy and timely submission.
  • Monitors transactions to ensure compliance with both company and industry procedures and regulations.
  • Ensures all proper paperwork is filed in customer folders to meet department policy.
  • Participates in the preparation and submission of RFQ’s, RFP’s, other formal quotations, and bids as requested by the customers.
  • May need to be available to work additional hours and/or weekends to provide required customer storm response coverage, as appropriate
  • May be required to attend customer service events and field calls with limited overnight travel
  • Participates and contributes to company safety program.
  • Performs other related duties as assigned.
  • Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.


Qualifications:

  • Two (2) or more years of overall customer service experience required; Five or more years preferred
  • B2B customer service experience within the wood products or another industrial products industry highly preferred


Knowledge, Skills and Abilities:

  • Advance proficiency in Microsoft Office, including Excel
  • Strong organizational skills, proactive attitude with exceptional attention to detail
  • Capability to multi-task and work under pressure of deadlines
  • Ability to work in a team environment and interface interdepartmentally
  • Demonstrated ability to review RFP’s and to identify business issues
  • Ability to make sound decisions with minimum supervision and delegates effectively
  • Ability to build strong working relationships and have an excellent customer service record


Employee Benefits:

As a Stella-Jones team member, you will have access to excellent benefits and incentives including:

  • The security of working for a company designated as an essential workplace
  • Comprehensive total benefits package with 3 medical plans to choose from
  • Several company-paid benefits including:
  • Dental and Vision coverage
  • Life insurance and Accidental Death & Dismemberment (AD&D) policies
  • Long-Term Disability Coverage
  • Access to a robust employee assistance program
  • Competitive compensation
  • Annual bonus program opportunity
  • 401(k) savings plan with generous Company match (150% on the first 4% deferred)
  • 2 weeks paid vacation and 9 holidays
  • Career advancement opportunities
  • Ability to purchase Company stock


Equal Opportunity Employer/Veterans/Disabled