Customer Service Representative
DOMTAR JOB DESCRIPTION
Job Title: Customer Service Representative
Position Reports to: Kevin Swindell
Current Job Grade: 3
Manager Name/Title: Kevin Swindell, Supply Chain Manager
Relocation Available (y/n): N
Date: January 22, 2019
X less than 25% 25%-50% 50%-75% more than 75%
This position strengthens business relationships and builds a partnership between Domtar Personal Care and our customers. These tasks include, but are not limited to managing order processes, coordinating logistics activity, working closely with transportation, and planning. It requires enforcing Domtar Personal Care’s commercial policy, and negotiating exceptions to standard practice when necessary, proactively communicating changes, managing return requests, analyzing customer demand, and positioning yourself to be recognized by the customer as their primary representative to Domtar Personal Care.
Key responsibilities and percentage of time spent on each:
Process customer orders accurately into Oracle. Proactively control and manage customer orders within the Supply Chain to ensure on-time delivery. Process EDI orders 2 to 3 times daily. Access customer portal to obtain data and process orders.
Proactively communicating situations which may prevent receipt of our products as ordered, such as customer hold situations, product supply or transportation issues. Communicate any customer driven changes to the internal supply chain partners.
Apply knowledge of Demand Planning, Logistics, and Cost Analysis to improve the customer’s experience.
Research, troubleshoot, and resolve customer request and inquiries, including complaints, returns, pricing, shipment tracking, and all logistical issues utilizing appropriate internal resources. Take independent action and make decisions when necessary that serve our customers.
Participate in supply chain process improvements activities; establish best practices for managing assigned accounts; including development of tools (reports, communications, etc.) to maintain optimum quality service levels.
Review daily impact of incoming orders on shipping and production capacity, and work with internal supply chain partners, external customers, and sales representatives to correct outages.
Work closely with shipping, transportation and planning departments to ensure that orders flow through the supply chain in a level manner.
Use EtQ CAPA (Corrective Action Preventative Action) software to improve productivity and effectiveness.
Perform data analysis and interpret the data on an as-needed basis using Excel and MS Access.
Required Qualifications/Professional Experiences
Years of Experience/Education/Certifications:
Preferred Qualifications/Professional Experiences/Years of Experience:
Critical Competencies for Success (Leadership, Technical, Innovation and Work Complexity):
· Must be able to handle multiple detailed tasks independently and in a team environment
1% - 25%
26% - 75%
Lift up to _25__lbs.
Use hands to handle or touch
Reach above shoulders
Climb or balance
Working at heights (wear safety harness)
Stoop, kneel, crouch, or crawl
Talk or listen
Use foot/feet to operate machine
Candidates must successfully complete a selection process that includes interviews, aptitude tests (for some positions), references verification, drug screening (US), and required background checks (including criminal). Domtar is an Equal Opportunity Employer, EEO/AA Employer.