Customer Service Representative

Overview

Bilingual CSR to manage customer relations, orders, logistics, and support sales.

Key Responsibilities

• customer support
• data management
• sop maintenance
• s&op coordination
• issue resolution
• cross‑functional communication

Tasks

-Address inquiries and complaints efficiently, escalating recurring issues for long-term resolution. -Operational Support: Help maintain SOPs, KPIs, and assist in training and supporting other team members. -Gather and relay customer feedback to improve service quality and customer experience. -Coordinate customer-specific projects. -Maintain accurate customer master data. -Coordinate communication between customers and internal teams (sales, invoicing, operations, logistics). -Customer Engagement: Act as the primary contact for customers, ensuring strong relationships and responsive support. -Support contingency planning by identifying supply alternatives during outages or plant disruptions. -Contribute to S&OP meetings, offering insights to improve demand and supply alignment. -Customer Insights: Gather and share customer feedback to enhance service and satisfaction. -Issue Resolution: Handle inquiries and complaints promptly, identify recurring issues, and support continuous service improvement. -Support maintenance of SOPs, KPIs, and assist in onboarding or guiding other team members as needed. -Assist the commercial team as needed. -Cross-Functional Communication: Coordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flow. -Communicate customer and order trends to support accurate volume forecasting and business planning.

Requirements

• associate degree
• bilingual
• erp
• tms
• salesforce
• 3-5 years

What You Bring

-Education: Associate degree or diploma in Business, Logistics, or related field. -Effective Communicator: You are an active listener who can communicate effectively with different audiences in diverse situations. -Problem Solving: You tackle complex challenges with practical, creative solutions, using experience and intuition to assess feasibility. -Communication: Bilingualism is required for this role (English & French) -Experience with ERP systems (JD Edwards, SAP, etc.) and TMS platforms preferred. -Travel Component: Ability to travel 5–10% within North America; must reside within a reasonable distance from an airport. -Teamwork: You thrive in a multi-disciplinary team environment and believe that we can get further, faster by working together. -Professional Experience: 3-5 years in Customer Service, Sales Support, Logistics Coordination, or similar roles preferred. -Customer Focus: You prioritize understanding and meeting customer needs, delivering solutions that exceed expectations and build lasting satisfaction. -Exposure to business intelligence tools like Cognos is advantageous. -Schedule Flexibility: Willingness to work occasional after-hours, weekends, and holidays as needed -Effective Time-Management: You effectively prioritize tasks and manage your time to ensure deadlines are met. -Familiarity with Salesforce or other CRM tools is a plus.

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About Graymont

-Operates across North America and Asia Pacific, partnering with Grupo Calidra in Latin America. -Supplies lime and limestone for applications like air purification, water filtration, and mine-site backfill. -Pioneers low-carbon calcium products, such as cement replacement blends, to meet evolving market demands. -Bedford Heritage Park project recognized internationally for blending mining with public space innovation. -Provides specialized solutions across quarries and engineered applications for various industries.

Sector Specialisms