Coordonateur(trice) Support Client Bilingue / Bilingual Customer Support Coordinator

About the role

The Customer Support Coordinator (CSC) is the primary point of contact for customers, managing all customer service activities. This role serves as the liaison between customers and internal cross-functional teams to meet customer requirements, address non-conformances, and process orders.

Responsibilities

• Deliver exceptional customer service to both internal and external customers.
• Identify and confirm customer needs and requirements.
• Receive and enter orders; complete all related documentation from order creation to invoicing.
• Verify that purchase orders align with Chemtrade’s pricing, terms, and conditions; send PO acknowledgements.
• Communicate order changes to customers for approval and alignment.
• Ensure a Product Delivery Instruction (PDI) is completed before first delivery and updated every 3 years.
• Follow all risk management and compliance processes.
• Report incidents to Operations and Transportation Managers; log non-conformances per ISO procedures.
• Respond to customer inquiries on service issues, including technical, quality, and sales-related matters.
• Communicate delivery, safety, production delay, or carrier performance issues to stakeholders.
• Maintain SAP/S4 contract data as required.
• Investigate invoice discrepancies in collaboration with Accounting, Customers, and Sales.
• Liaise with third-party suppliers to fulfill orders.
• Maintain and update customer records; provide insights on customer and competitive activities.
• Take ownership of customer issues through resolution and follow-up to ensure satisfaction.
• Meet service-level agreements and maintain high customer satisfaction ratings.
• Apply continuous improvement methods to optimize processes and enhance the customer experience.
• Monitor customer tank levels via telemetry and manage inventory accordingly, factoring in scheduled shutdowns.
• Collaborate with the Supply Chain to ensure product continuity during seasonal or annual production outages.
• Collaborate with the Commercial team to secure third-party product supply when needed.

Qualifications

• Minimum 2 years of customer service experience (supply chain experience preferred).
• Bachelor’s degree or equivalent combination of education and experience.
• Availability for rotating on-call support across regions and time zones.
• Comfortable working in a hybrid environment.
• Proficient in Microsoft Office Suite.
• Experience with SAP or other ERP systems preferred.
• Order entry experience

What Chemtrade Offers You

• Embracing Diversity, Maximizing Results
• Employee Resource Groups (ERG’s)
• Family-friendly benefits
• Opportunities for career growth and advancement