About this role
Canplas Industries is a North American business unit located in Canada. Our team develops and produces solutions that meet our clients’ most demanding expectations. We are passionate about creating sustainable, innovative solutions for the markets we serve. We provide people around the world with innovative solutions, leading our industry in a way that anticipates the rapidly evolving needs of our customers.
Job Summary
Canplas is seeking a highly motivated Customer Service professional to join their team in Edmonton. The incumbent will support multiple accounts and work across all levels of the organization, in addition to serving our customers externally.
Principal Responsibilities
The incumbent will work in a high-volume office environment to respond to customer requests for orders, quotes, product inquiries and stock/price checks. Working in a fast-paced environment, the incumbent will multi-task while maintaining the highest quality of customer service:
Respond to inquiries regarding price, delivery, or technical support.
Respond to inquiries regarding the status of customer orders.
Resolve delays, service problems and disputes.
Enter, release and track customer orders via EDI, email, and phone, using our in-house ERP solution.
Verify customer account numbers, pricing, terms, delivery requirements etc.
Track backorders and ensure production, purchasing and distribution are reacting accordingly Prepare quotations.
Liaise with other departments from the service team to ensure proper service from all directions.
Provide technical support by referring to various Canplas publications.
Respond to all customer inquiries in a timely manner.
Key Performance Features
Willingness to learn.
High drive for building strong customer relationships based on customer satisfaction.
Overall management of sales orders and customer inquiries
Understanding of pricing relationships, and/or ability to organize price information.
A firm grasp of the Canplas computer system (Infoflo and/or SAP experience preferred, but not required)
Relationship with internal colleagues and ability to resolve problems and disputes by consulting with the appropriate team members.
Positive attitude and team focused outlook
High degree of organization and accuracy
Telephone manners and skills.
Qualifications & Experience
A very professional manner and a demonstrated commitment to providing excellent customer service in previous roles – comfortable interacting with all levels of the organization.
Minimum 3 years of experience as a customer service representative
Good time management and follow-up skills, including the ability to effectively balance quality and quantity of output Excellent computer and internet skills, especially Microsoft Office and Outlook.
Demonstrated ability to effectively resolve customer issues and complaints patiently.
Strong written and verbal communication skills
Good team player including the demonstrated ability to contribute to and foster a positive team environment.
Knowledge and experience using SAP would be considered an asset.
Industry experience is an asset.
Location and Hours: This is a fully onsite role that requires the incumbent to be available between 8:30am and 5:00pm, Monday through Friday.
Canplas is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for Canplas jobs. To request an accommodation, please contact HR at [email protected]
Other facts
About Aliaxis
Honesty, fairness, integrity, the golden rule: a customer-first culture. Customers want it- even demand it. And it’s so easy to promise.
This is ‘distance race’ thinking, and building a business on it is harder than you might think. It requires you to sacrifice many short-term opportunities for gain. It means spending whatever time it takes to help a client solve a problem on deadline. It means resisting the urge to cut corners on materials that, once in place, no one will ever see.
It means innovation: going beyond what your customers want or expect, and working restlessly to create new products and ideas to fill unmet needs. It means keeping your word, even when it’s inconvenient, and honouring relationships over transactions, even when it costs. And it means building a team with people who believe it, live it, and stand by it.
At IPEX we’ve long-since made a decision to embrace this long-term thinking, not just when it’s easy, but every day, in everything we do, for every customer and every employee. We don’t do it because we’re nice people, though we like to think we are. We do it because it’s good business, and that the reputation we’ve built over time, job by job, one customer at a time, pays the best dividends.
Alex Mestres
Chairman & Chief Executive Officer
What you'll do
- The incumbent will respond to customer requests for orders, quotes, and product inquiries while resolving service problems and disputes. They will also enter, track, and manage customer orders using the company's ERP system.
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