Service Operations Representative

1 week ago


Waterford, New York, United States Cascades Full time

Location: Waterford, NY, US

Your Challenge

As a vital member of the Customer Service team, you will report directly to the Customer Service Supervisor. Your primary mission is to ensure that all incoming inquiries, communications, and orders are processed swiftly and effectively, seamlessly integrated into daily operations to deliver outstanding customer service. You will be responsible for entering orders and maintaining customer records in line with established protocols, regulations, and standards. You will also address any issues or modifications to orders by collaborating with key stakeholders. Additionally, you will initiate the creation of delivery documentation while considering the capabilities of your business partners to meet demand. Ultimately, your goal is to provide high-quality service to all customers and suppliers by offering tailored solutions that meet their needs and ensure their satisfaction, thereby maximizing Cascades' sales and profitability.

Individual Responsibilities

Accountable

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

Responsible

  • Execute real-time order entry and adhere to customer service procedures and standards.
  • Document customer or supplier files in accordance with customer service processes and business rules.
  • Establish and maintain professional relationships with customers and business partners.
  • Resolve issues, manage complaints and inquiries, 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.
  • Place orders based on customer consignment and inventory replenishment levels.
  • Apply discounts and surcharges as needed.
  • Notify stakeholders of any changes in orders or material supplies related to production order status.
  • Ensure the accuracy of pricing and order data, as well as customer or supplier material supply in the system.
  • Initiate the creation of order delivery documents in compliance with operational capacities and coordinate shipments efficiently.
  • Update customers on inventory status, delivery timelines, and specific material order or supply requirements.
  • Manage backorder processing according to guidelines.
  • Facilitate returns by following up on orders or needs 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 with various computer tools, including Microsoft Office and SAP.
  • Ability to act and respond quickly while managing multiple files simultaneously.
  • Collaborative spirit essential for working closely with team members.
  • Customer-centric approach with excellent communication and listening skills.
  • Ability to work independently and adapt quickly to changing needs.
  • Strong interest in problem-solving and the ability to prioritize daily tasks in a fast-paced environment.
  • Ability to multi-task and provide support across various channels (phone, email, online systems).
  • Exemplary diligence in fulfilling responsibilities.

Core Competencies Defined for This Role

  • Client-focus
  • Flexibility and adaptability
  • Attention to detail
  • Active listening
  • Autonomy
  • Action-oriented mindset

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



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