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Client Support Specialist

2 months ago

Waterford, New York, United States Cascades Full time

Location: Waterford, NY, US

Your Role

As a key member of the Customer Service team, reporting directly to the Customer Service Supervisor, your primary mission is to ensure that all incoming communications, including calls, emails, and orders, are processed swiftly and effectively. You will be responsible for entering orders and maintaining customer records in line with established protocols and standards. Your role involves collaborating with essential stakeholders to resolve any issues or modifications related to orders. You will also initiate the preparation of delivery documentation while respecting the operational capabilities of your business partners to meet demand. Ultimately, your goal is to deliver exceptional service to all customers and suppliers by providing tailored solutions that address their needs and enhance satisfaction, thereby maximizing sales and profitability for Cascades.

Key Responsibilities

Accountability:

  • Ensure prompt and efficient processing of customer requests or orders to achieve satisfaction.
  • Follow through on orders from initiation to delivery or resolution.

Responsibilities:

  • Perform real-time order entry and adhere to customer service standards and procedures.
  • Document customer or supplier files according to service processes and business guidelines.
  • Establish and maintain professional relationships with customers and business partners.
  • Address any issues, manage complaints, and escalate to your supervisor or inform stakeholders as necessary.
  • Assess the status of orders or material supplies and communicate updates to customers or suppliers.
  • Process orders based on customer inventory levels and consignment requirements.
  • Apply discounts and surcharges as needed.
  • Notify stakeholders of any changes in orders or material supplies in relation to production order status.
  • Ensure the accuracy of pricing and order data within the system.
  • Initiate the creation of delivery documents in compliance with operational capacities and coordinate shipments efficiently.
  • Update customers on inventory status, delivery timelines, and specific material order requirements.
  • Manage backorder processing according to established guidelines.
  • Facilitate returns by following through on orders from initiation to resolution.

Qualifications:

  • DEC (college diploma) in administration and/or operations management or equivalent experience.
  • 2 to 5 years of relevant experience in a manufacturing environment.
  • Proficiency in various computer applications, including Microsoft Office and SAP.
  • Ability to act and respond quickly while managing multiple files simultaneously.
  • Collaborative mindset to work effectively with team members.
  • Customer-focused approach with excellent communication and listening skills.
  • Capacity to work independently and adapt swiftly to changing needs.
  • Ability to develop a comprehensive understanding of operational contexts and customer businesses.
  • Interest in problem-solving, with the ability to prioritize tasks in a fast-paced setting.
  • Capability to multi-task and provide support across various channels (phone, email, online systems).
  • Demonstrated rigor in fulfilling responsibilities.

Core Competencies:

  • Client Focus
  • Flexibility and Adaptability
  • Attention to Detail
  • Active Listening
  • Autonomy
  • Action-Oriented

Job Segment: Customer Service Representative, ERP, Supply, SAP, Customer Service, Technology, Operations