DCL Corporation Hiring for Customer Service Representative at Toronto, ON Full Time

GENERAL ACCOUNTABILITY
Reporting to the Global Customer Service Manager, the Customer Service Representative is to provide and maintain superior customer satisfaction in all transactions and communications, and to assist the growth of sales by providing stellar customer service & working collaboratively with the sales team.
Based remotely in Toronto, Canada, the Customer Service Representative will have the opportunity to work remotely or on a hybrid schedule. This role will be managing our client base in the Asia Pacific, Europe/Middle East region. It is a great opportunity for a go-getter looking to take their social abilities and communication proficiency to the next level.

SPECIFIC ACCOUNTABILITIES
The specific responsibilities of the Customer Service Representative, while not limited to, include:

• Responsibility for customers within Asia Pacific & EMEA (Europe, Middle East, Africa) – exact territories yet to be defined.
• Liaise efficiently and effectively with Sales Managers, agents, distributors, and customers.
• Receive customer & Distributor orders and ensure all documentation is completed accurately. Check stocks, customer-specific quality requirements, packaging requirements & COA requirements.
• Confirm order and delivery details to customers within 24 hours of receipt.
• Update customers, Sales Managers, and Global Inventory Planner, where orders cannot be fulfilled on time.
• Liaise with Logistics Co-ordinator regarding bookings
• React quickly and efficiently to any issues arising with customer orders, transport, quality or inventory and to solve such any issues in a timely manner i.e.
• REACH / FDA / Product information questions
• ISO queries
• Customer information forms
• Build strong relationships with customers to provide a proactive service.
• Understand customer individual requirements
• Do they need specific grades/quality / has the relevant testing been carried out

• Handle customer complaints professionally and in a timely manner.
• Contact customers and agents to discuss estimated product requirements and feed all information into the forecasting database and CS Manager / Production Team where necessary
• Forecast analysis and review to see where “holes” are and to discuss with sales manager/customer accordingly.
• Stock availability – liaising with relevant manufacturing site / Resale or Outsource Contact / other CSR’s – manager order priority – FIFO.
• Prepare, when necessary, credit notes in a timely manner, ensuring all appropriate paperwork is present and approvals completed
• CS complain form and findings where necessary
• Technical complaint form and findings where necessary
• RAF form
• Ensure all appropriate action is taken with transporter and warehouses
• Have a flexible approach and cover for colleagues during periods of absence and holidays.
• Be professional in answering switchboard calls and e-mails ensure any inquiries are passed to the appropriate person in a timely manner.

QUALIFICATIONS / EDUCATION / EXPERIENCE

• Minimum 2 years of experience in providing stellar customer service within the manufacturing industry or ideally within the Chemicals/pigments industry
• Experience in using SAP ERP or possesses strong knowledge of the software
• Basic knowledge of road and/or sea freight transportation – new shipping requirements following Brexit
• Basic knowledge of dealing with warehousing both in house and/or 3rd party
• Respect for reporting lines. Proactive, helpful and integral within the DCL global team
• Good communicator with colleagues and customers of all nationalities and cultures
• Show high levels of common sense when approaching tasks
• Be able to prioritize workload efficiently
• Calm under pressure
• Polite and customer-focused at all times
• Able to adapt to changing situations quickly and without fuss
• Good working knowledge of excel, word and email systems
• Written & spoken knowledge of another European language is desirable but not essential

DCL is an equal opportunity employer committed to the principles of employment equity and inclusion.
We welcome applications from all qualified individuals. If at any point throughout the recruitment process you require accommodation, please reach out to our Human Resources Department for further information.

Job Type: Full-time