Senior Customer Service Representative

Founded over 35 years ago, First Quality is a family-owned company that has grown from a small business in McElhattan, Pennsylvania into a group of companies, employing over 5,000 team members, while maintaining our family values and entrepreneurial spirit. With corporate offices in New York and Pennsylvania and 8 manufacturing campuses across the U.S. and Canada, the companies within the First Quality group produce high-quality personal care and household products for large retailers and healthcare organizations. Our personal care and household product portfolio includes baby diapers, wipes, feminine pads, paper towels, bath tissue, adult incontinence products, laundry detergents, fabric finishers, and dishwash solutions. In addition, we manufacture certain raw materials and components used in the manufacturing of these products, including flexible print and packaging solutions.

Guided by our values of humility, unity, and integrity, we leverage advanced technology and innovation to drive growth and create new opportunities. At First Quality, you’ll find a collaborative environment focused on continuous learning, professional development, and our mission to Make Things Better®.

The Sr. Customer Service Representative will manage, and coordinate activities related to order fulfilment and shipping while working within the framework of company policies and procedures. This self-driven individual will contribute to continuous process improvement initiatives. The Manager will be responsible for fostering a productive and positive team environment, to ensure the supply chain team are keeping pace with service demands. This role reports to the Warehouse & Supply Chain Manager.

Principal Accountabilities/ Responsibilities:

• Responds to customer inquiries and complaints in a timely manner to ensure customer satisfaction
• Collaborates with Supply Chain, Finance, Warehousing, Shipping, Customer Development/ Pricing and Sales teams on daily operations
• Works with Accounting Manager to resolve customer deductions
• Processes Debits / Credits as directed by Finance
• Monitors outbound shipping schedules to ensure on time delivery – investigating and resolving delivery issues as needed
• Manages orders against inventory and production schedules and liaises with customers accordingly
• Audits pricing on customer orders
• Builds outbound loads, and submits tenders to logistics / works with the team to resolve shipment discrepancies
• Completes invoicing / EDI transmission of invoices
• Manages the weekly execution and distribution of the Open Orders Management Report
• Generates Sales reports as needed
• Trouble shoots carrier delays with logistics providers
• Reviews and approves carrier demurrage charges
• Handles product returns / Canada Customs Invoices
• Takes responsibility for customer service training
• Manages Costco Order Summary and Scorecard reports
• Manages recall spreadsheets
• Handles claims submissions
• Participates in physical inventory
• Sets up New Accounts in SAP
• Creates CHEP pallet submissions
• Is responsible for Costco ASN processes / Creation of ASN Labels/ transmissions of ASN’s
• Participates in Project calls and Production calls
• Will be cross trained and cover for the Material and Inventory Analyst role and WH Supervisor role, during vacations, sickness, etc.
• Conduct daily FG stock counts to verify products are available to ship
• Conduct weekly FG stock cycle counts to help maintain accurate inventories in SAP

Qualifications/ education and experience requirements:

• Diploma / Degree an asset
• 3-5 years in a similar role, with experience in retail grocery, an asset
• SAP experience an asset

Skills:

• Self- motivated and able to work independently with minimal supervision
• Excellent verbal and written communication skills
• Strong analytical, problem solving and decision- making skills
• Excellent time management and organizational skills
• Strong customer service orientation
• Ability to work in a fast-paced environment
• Strong computer skills, including knowledge of Word, Excel and SAP
• Proven track record building strong relationships with Costco ICS teams
• Knowledge of shipping processes and paperwork
• Proven leadership skills

Core Competencies :

• Communication skills –Able to clearly communicate verbally/ written to internal and external customers
• Customer Centric – Responds to the needs of both internal and external customers in a timely and courteous manner; builds trust and loyalty; places a premium on the customer and their experience with the product and service
• Supervisory Skills -Able to teach and coach their team on how to handle tough customers, and busy workloads
• Diplomacy – the ability to be tactful and diplomatic when delivering tough feedback to employees, or difficult news to customers; being able to choose appropriate phrasing and word choice, tone and setting; ability to convey reasoning and emulate a trust environment
• Adaptability- ability to adjust to changes in the work environment; able to quickly respond to changing ideas, responsibilities, expectations and other processes
• Teamwork – Uses appropriate management styles and methods of communications to foster positive working relationships; interacts with others in an open and friendly manner, encouraging collaboration

Work Environment:

• Works 100% on site
• Long periods of time sitting in office environment to complete administrative work, and conduct meetings
• Periods of walking throughout the facility

Travel:

• Travel to other Canadian facilities and/or US facilities may be required

Base salary range for this position is between $60,000 - 70,000 CAD