Représentant(e) Service à la Clientèle Bilingue (Contract 1 an)/Customer Service Representative (1 year contract)

Location: Anjou, QC or Toronto, ON
Schedule: Monday to Friday (Hybrid, 1 day a week from office in Anjou, QC or Toronto, ON)
Compensation: $22.00 per hour

About the Role

The Customer Service Representative is the primary contact for customers, carriers, and suppliers for all Customer Support activities. The CSR ensures product and service continuity to Chemtrade customers and liaises between customers and cross-functional teams to meet customer requirements and address non-conformances.

Responsibilities

• Schedule, monitor, and expedite deliveries to customers, collaborating with supply chain and load planners from order to delivery.
• Communicate any delays or changes to customer orders to ensure changes are acceptable and maintain requirements.
• Ensure customer purchase orders match Chemtrade Order entry.
• Maintain the customer requirements database and ensure requirements are met.
• Ensure a PDI (Pre-Delivery Inspection) is available before first delivery and revised every 3 years.
• Advise the Customer Support Supervisor of significant issues affecting customer deliveries, safety, production delays, or carrier performance.
• Receive orders (including shared on-call responsibilities every 6-8 weeks), liaise with load planners and supply chain, and complete paperwork from order creation through invoicing.
• Perform customer service duties with a "Best Practices" approach; report initiatives to improve or change current processes.
• Facilitate customer inquiries and assist on all service issues (including tech service, quality, sales management, etc.).
• Maintain responsibility for customer inquiries until resolved; follow through to ensure customer satisfaction.
• Initiate and manage non-conformances through incident and quality reporting; participate in investigations as appropriate.
• Assist the Customer Support Supervisor and Commercial Team by maintaining customer information systems and relaying customer and competitive activity.
• Communicate incidents to Operations & Transportation Managers for investigation; log Non-Conformances per ISO policies.
• Ensure accuracy of paperwork for all shipments following hazardous goods and TDG regulations.
• Monitor customer tank status via telemetry, forecast demand, and manage designated customer inventories, including communication of scheduled shutdowns.
• Work with supply chain for annual/seasonal production outages to ensure product continuity for internal and external customers.
• Collaborate with the Commercial team to ensure third-party product availability during outages.
• Work with team members to meet month-end requirements by specified deadlines.
• Train designated backup and cross-train on all product line responsibilities in Customer Service.
• Perform daily post-good issue of customer shipments from Terminals.
• Conduct office housekeeping once a month.
• Perform any other duties required for customer services.

Requirements

• Fully bilingual (French and English).
• College diploma or bachelor’s degree in business or supply chain management; equivalent education and/or experience considered.
• 2-5 years’ experience in a customer service or supply chain-related function (helpful).
• Available to work rotating hours and on 24/7 call as assigned.
• Required to be on call on a rotating basis to support the business in other regions and time zones.
• Computer proficiency; MS Office Suite.
• Experience with SAP or other ERP systems (an asset).
• TDG certificate (an asset).

Chemtrade is a publicly traded (TSX: CHE.UN) chemical manufacturing and handling company with 65+ locations across North America and Brazil. We provide industrial chemicals and services to industries such as Oil & Gas, Pulp & Paper, Water Treatment, Food & Beverage, and Pharmaceuticals, committed to Responsible Care 14001 standards.