Job description

Customer Service Representative I/Customer Service Coordinator I

Position Reports to: Service Center Manager

Department: Customer Service

Position Location: Pointe-Claire, Quebec, Canada

Direct Reports: None

Salary Range: Dependent on previous work experience and education.

Kawneer is a part of Arconic's Building and Construction Systems (BCS) business and is a leading supplier of architectural systems and services to the global construction market, with offices in 11 countries in North America, Europe, North Africa and Asia.

Kawneer partners with customers, communities, and the environment to achieve collective success. Through strong links with our partners, we are able to provide benefit beyond the tangible goods that we produce. For our customers, that means value added services. For our communities, that means giving back to employees and enriching the lives of the people who surround and support us. For the environment, that means being responsible in our decisions and careful in our actions.

We are committed to innovative and creative product design. Our products can meet the most exacting engineering and technical standards while overcoming sophisticated design challenges. Kawneer's design expertise, combined with aluminum's flexibility and recyclability, makes our architectural systems and products the right solutions for today and tomorrow.

Position Summary: Reporting directly to the Service Center Manager, the Customer Service Representative I/Customer Service Coordinator I plays an integral role in delivering superior and outstanding customer service to Kawneer customers.

Essential Duties and Responsibilities:

• Answer customer phone calls/emails/fax requests.
• Process customer orders and change requests.
• Investigate customer problems (e.g. damaged material, missing material, over-invoiced, etc.)
• Provide Lead-time information, and order status to customers.
• Consolidate customer shipments upon request.
• Monitor orders transferred to other facilities, on-hold orders, and TENT orders (booking orders).
• Process credit orders/feedbacks and file RELEASED orders.
• Inform customers of back-orders/late shipments.
• Attend morning Level 1 CSC Meeting, and provide relevant Customer Service data.
• Provide product information (pricebook info, installation instructions, etc.) and paint samples/matches to customers.
• Filling core customer service documents such as purchase orders, emails, etc.
• Understand market needs (customer needs, competitive information).
• Act as a liaison between the Customer and Kawneer.
• Interact with: customers, sales representatives, order processing team members, and manufacturing personnel.
• Calculate prices and provide quotes for material.
• Other duties as assigned.

Qualifications - External

General Qualifications/Experience:

• Fluency in French is required (bilingual - French and English preferred)
• A strong professional image, ethical standards, integrity, objectivity, confidence, and dedication to internal and external customers.
• Strong interpersonal and leadership skills.
• Develops and maintains positive working relationships.
• Self-motivated, people-oriented, service-oriented, and possesses the ability to work with customers to formulate successful job pursuits.

Preferred Qualifications/Experience:

• College degree or Architectural Engineering Technology diploma preferred.
• Construction industry background or aluminum product knowledge and working knowledge of architectural plans and specifications.
• Prior experience in construction field project management and technical engineering preferred.
• Strong computer skills (Excel, Word, and Outlook plus JD Edwards software preferred).
• Action oriented with a proactive approach to problem solving.
• Strong math and technical background.

Certificates & Licenses: None.

Work Environment/Conditions: Standard office environment with regular business hours from Monday to Friday. Occasional overtime may be required (Non-Exempt).

Physical Demands: None.

Job Type: Full-time

Salary: $45,000.00-$50,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Pointe-Claire, QC H9R 1E9: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Estimating/Takeoff: 1 year (preferred)

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