Your Key Accountabilities- 1. Customer Service & Order Support
- Provide inbound customer support for U.S. and Canada overflow calls, including order inquiries, refining requests, product information, complaint resolution, and supply purchases.
- Process customer transactions and maintain accurate records, including CARS documentation.
- Deliver exceptional customer service while ensuring timely and professional issue resolution.
2. Order Fulfillment, Shipping & Receiving
- Process customer orders for U.S. markets, including order picking, packaging, and shipment coordination.
- Manage shipping and receiving activities for products and refining materials.
- Ensure accurate inventory handling and compliance with established procedures.
3. Sales & Marketing Support
- Support the Sales Manager and Sales Team with quotations, sales reports, trade show preparation, market research, and business development initiatives.
- Contribute to marketing activities that promote brand awareness and support revenue growth.
4. Promotional Activities
- Assist in the development and execution of promotional campaigns, including product launches, direct mail initiatives, advertising, and email marketing programs.
5. Reporting & Performance Tracking
- Prepare and maintain sales reports, KPI dashboards, activity tracking, performance metrics, and ad hoc business reporting.
6. Order Management & Customer Account Support
- Utilize company systems and software to support pricing, quotations, order entry, order conversion, and customer inquiry tracking.
- Maintain accurate customer and order information.
7. Export Documentation & Logistics Coordination
- Prepare export documentation for shipments to Canada.
- Coordinate transportation arrangements and schedule deliveries to ensure on-time service.
8. E-Commerce & Customer Portal Support
- Serve as a key resource for the online ordering portal by supporting testing, troubleshooting, customer inquiries, and continuous improvement initiatives.
9. Invoicing & Credit Administration
- Process daily invoicing activities.
- Prepare credit notes and miscellaneous invoices accurately and in a timely manner.
10. SAP Administration & Data Management
- Maintain accurate customer, pricing, quotation, and sales order information within SAP.
- Update product and refining pricing as required.
11. Business Development Support
- Conduct outbound calls to prospective, inactive, and existing customers as needed to introduce products, services, and promotional opportunities.
12. Training & Professional Development
- Maintain current product, process, and industry knowledge through ongoing training and professional development opportunities.
13. Cross-Functional Collaboration
- Work closely with Production, Sales, and other internal teams to support operational objectives and customer needs.
14. Health & Safety
- Actively promote a culture of care by collaborating on preventive measures and continuous improvement actions related to health and safety activities.
14. Other Duties
- Perform additional duties and projects as assigned to support business operations.
Who we are looking for- Problem Solving Skills
- Excellent verbal and written communication skills. Can effectively communicate ideas and explanations regarding the products and services that we offer.
- Organizational skills & Analytical skills with the ability to multitask in a fast-paced environment.
- Computer literacy with advanced knowledge of SAP, excel and or Oracle and Windows operating system programs. Proficient in Adobe.
- Strong focus on efficiency and attention to detail are critical skills as product sold is high value.
- College preferred, however, does require a high school diploma or equivalent and 2-5 years of experience in the field or related area. Strong math skills are required.
- This is a replacement position.
What we offerWe aim to lead the way. Not just for our customers, but for our employees too. That is why we strive to create a collaborative environment in which we can all succeed, and a culture through which we can all share ideas, develop our expertise and advance our careers. We engage in building an inclusive work culture that offers equal opportunities for all employees irrespective of their diverse backgrounds. As you would expect from a world-leading organisation, we will also reward your contribution with a competitive salary and benefits. With all this and more, imagine what you could do?
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