Bilingual Customer Logistics Representative in Markham, ON

This position will be in Markham, Ontario and follow a Hybrid work schedule.

Top Three Skills: Bilingual; MS Office

Summary:

• The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations' perspective.
• The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory.
• The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.
• The CLR will also engage with internal partners to provide resolution to customer complaints.
• The CLR will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value-added services offered to the customers.
• This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Major Responsibilities:

• Value Add Through the tactical operations the Customer Logistics Representative will seek to deliver value to our customers.
• The CLR's main objective is to build and maintain a strong and positive relationship with their assigned customers.
• The CLR actively seeks to build further collaboration with existing customers to achieve:
• An increase of the number of orders sent electronically to Client
• A reduction of errors that occur for customers submitting already electronic orders.
• A decrease of the number of corrective documents (Credits/Debits and Returns)
• A reduction of the cycle time of Credit / Debit issuance
• CLR will act as an internal representation of the customer and will search for the optimized balance between Clientcapabilities/controls and customer expectations.
• Apply available information and reporting to measure efficiencies within the assigned customer portfolio.
• Tactical
• Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.
• Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.
• Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.
• Ensure all activities are performed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI’s) to guarantee a compliant supply chain.
• Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
• Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
• Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.
• Provide support and coordin

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