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Job Requirements of Bilingual Customer Logistics Representative:
-
Employment Type:
Contractor
-
Location:
Markham, Ontario (Onsite)
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Bilingual Customer Logistics Representative
Careers Integrated Resources Inc
Markham, Ontario (Onsite)
Contractor
Job Title: Bilingual Customer Logistics Representative
Location: Markham, ON L3R 0P3
Duration: 12 Months+ (Possible Extension)
Top Skills:
Job Description:
Customer Experience Specialist
Major Responsibilities:
1. Value Add
Through 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:
Job Knowledge Requirements:
Relevant knowledge and experience
Location: Markham, ON L3R 0P3
Duration: 12 Months+ (Possible Extension)
Top Skills:
- Bilingual (English & French).
- MS Office
- Strong analytical skills for process improvements.
- Strong experience with SAP or any other ERP system (knowledge of SAP S/4 is a plus).
- Experience with order processing, managing sales orders, and handling customer inquiries.
Job Description:
Customer Experience Specialist
- The Customer Logistics Representative (CLR) is the 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 and will monitor key performance indicators (KPIs) 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:
1. Value Add
Through 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 in the number of orders sent electronically to Johnson & Johnson
- A reduction of errors that occur for customers submitting already electronic orders
- A decrease in the number of corrective documents (Credits/Debits and Returns)
- A reduction of the cycle time of Credit / Debit issuance
- Acting as an internal representation of the customer and searching for the optimized balance between Johnson & Johnson capabilities/controls and customer expectations
- Applying available information and reporting to measure efficiencies within the assigned customer portfolio
- Place orders in the system for customers belonging to the regional portfolio; orders can be received via Email, Phone, or Fax
- Review orders for pricing, product availability, dating, discontinued items, payment 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 (SOPs) and Work Instructions (WIs) to guarantee a compliant supply chain
- Respond to and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion
- Initiate investigations 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 coordinate with the rest of the team while other peers are out of office
- Function as a subject matter expert on all assigned Customer Experience processes
- Identify, assess, and communicate process and cost improvement opportunities to the Customer Logistics management team
- Participate in projects that are identified as part of professional development and business needs, which will be outlined in the Personal Development Plan
Job Knowledge Requirements:
Relevant knowledge and experience
- Strong interpersonal, collaboration, and communication skills
- A minimum of 2 years in a customer-facing role
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