Customer Service Coordinator

Under the responsibility of the National Sales Manager Admixtures, the position holder ensures that all customer requests are met.

Main tasks and responsibilities of the position:

• Entered product orders (admixtures and grinding agents) from representatives or directly from customers into the computer system for all Canada;
• Plans delivery routes according to the characteristics of the equipment available to make deliveries by optimizing loading to minimize delivery costs and maximize customer satisfaction;
• Communicates delivery dates to customers and representatives;
• Follow up with production and shipping to ensure deliveries are made on time;
• Communicates effectively with clients and colleagues in a professional manner;
• Demonstrates ability to process high-volume customer orders in a time-sensitive environment;
• Uses Otodata and Omnicon software to check the tank levels of customers in the Admixtures and Milling Agents product line. In addition, maintains communication with customers, follows up on their requirements and coordinates deliveries as needed;
• Coordinates the transfers of products between Mapei storage sites in order to comply with the min/max instructions for each of the products;
• Matches purchase orders, bills of lading and invoices;
• Takes note of customer complaints, distributes information to those concerned and follows up with customers to ensure timely resolution;
• Issues credits and returns after investigation to the Warehouse Manager and/or other departments and prepares the necessary documentation for their processing;
• Provides the correct responses to customer telephone and email inquiries regarding products;
• Develop collaborative and positive working relationships with staff and external clients;
• Assists customers with after-sales service issues;
• Is a primary contact for customer inquiries regarding our products and brand;
• Is able to concisely communicate our company's policies to the client;
• Maintains and updates regular correspondence with clients;
• Performs all other related tasks.