Customer Service Specialist

Job Description

Description

Job Description:


Scope of the Position

The Customer Support Specialist is the primary contact for customers, carriers, and suppliers for all Customer Support activity. CSS is responsible for maintaining carrier dispatcher relationships to ensure product and service continuity to Chemtrade customers. CSS is also a primary contact to liaise between customers and other cross functional teams within the organization to meet customer requirements, and address any customer non-conformances


Position
: Customer Support Specialist

Shift : Monday to Friday – 40 hours


Key Responsibilities

  • Schedule, monitor and expedite deliveries to customers; work with the designated carrier dispatchers from order to delivery.
  • Communicate any delays or changes to customer orders to the customer to ensure that any changes are acceptable to maintain their requirements. If necessary, schedule a secondary carrier or juggle other scheduled orders to meet the customer delivery requirement.
  • Ensure customer purchase orders match Chemtrade pricing terms and conditions. PO acknowledgement letter sent to customer once a year.
  • Maintain customer requirements database and ensure that requirements are met. Ensure a PDI is available before first delivery and revised every 3 years.
  • Advise the Customer Support Supervisor of significant issues and incidents affecting customer deliveries, safety, production delays or carrier performance, and any other significant circumstances.
  • Receive orders (including shared on-call responsibilities every 6 weeks), arrange carriers and complete paperwork (from order creation through invoicing).
  • Perform customer service duties with “Best Practices” approach, share and report any initiatives to improve on, or change current processes with Customer Service Supervisor
  • Facilitate customer inquiries and/or reporting requirements. Assist customer on all service issues (including tech service, quality, sales management, etc.).
  • Maintain responsibility for customer inquiries until completed by Chemtrade staff to customer needs are met; follow through to original customer making the inquiry to ensure customer is satisfied with Chemtrade response.
  • Initiate and manage non-conformances through incident and quality reporting for all assigned customers; participate in any investigation as appropriate.
  • Assist the Customer Support Supervisor and the Commercial Team by maintaining customer information systems and relaying customer and competitive activity.
  • Carrier Coordination
  • Arrange transportation (truck & rail) equipment to maintain customer inventories. Liaise with carrier to ensure that service expectations are met; monitor carrier performance against established performance standards and criteria; work closely with Chemtrade operations to capture all non-conformances.
  • Maintain database of carrier performance and delivery occurrences; communicate any incidents to Operations & Transportation Managers for investigation; log any Non-Conformances per ISO policies & procedures.
  • Communicate carrier performance feedback to the Transportation Team.
  • Ensure accuracy for paperwork for all shipments following standards for hazardous goods and TDG regulations.
  • Assist Transportation team by reviewing carrier invoices for demurrage and ancillary charges for recovery revenue. Ensure accrual is done in a timely fashion.
  • Product Planning
  • Monitor on the telemetry customer’s tank status, forecast customer demand and manage designated customer inventories, including communication of scheduled shutdowns.
  • Work with supply chain for annual/seasonal production outages at Chemtrade supply points to ensure product continuity for internal and external customer requirements. Work with Commercial team to ensure third party product availability if necessary to maintain customer demand during any outages.
  • Rail Car tracing on a daily basis to ensue delivery arrives as directed by customer and to reduce tank car hold times.
  • Work with other team members to ensure timely and accurate completion of month-end requirements to specified deadlines.
  • Train designated backup and cross-train on all product line responsibilities in Customer Service.
  • Daily post good issue of customer shipments
  • Perform office housekeeping once a month
  • Upload documents to DMS
  • Any other duty required to customer services.

What You Need To Be Successful

  • College diploma or Bachelor degree in business or supply chain management; equivalent of education and/or experience would be considered.
  • 2-5 years’ experience in a customer service or supply chain related function helpful
  • Must be available to work rotating hours and being on 24/7 as assigned
  • CSSs are required to be on call on a rotating basis in order to support the business in other regions and time zones.
  • Computer proficiency; MS Office Suite
  • Experience with SAP or other ERP system an asset.
  • TDG certificate an asset.

Reports to: Customer Support Supervisor


CHEMTRADE is a publicly traded (TSX: CHE.UN) chemical manufacturing and handling company headquartered in Toronto, Canada with 65+ locations across North America and Brazil. Chemtrade provides industrial chemicals and services to our customers in three main business segments; Sulphur & Performance Chemicals, Water Solutions and Electrochemicals. Chemtrade is a reliable industry partner to the Oil & Gas, Pulp & Paper, Water Treatment, Food & Beverage and Pharmaceutical industries and is committed to the codes and ethics of Responsible Care 14001.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

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