Previous Job
Buyer I-Canada
Ref No.: 18-11818
Location: Markham, Ontario
Start Date / End Date: 09/24/2018 to 03/23/2019
The Customer Logistics Associate (CLA) contributes to maintaining and improving customer relationships. The CLA has responsibility for delivering superior customer experience. The CLA manages the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting.
The Customer Logistics Associate will monitor key performance indicators (KPI’s) to track progress of the efficiencies and the value-added offered to the customers. The CLA collaborates intensively cross functionally with Distribution, Transportation, Sales and Marketing and Planning.
The Customer Logistics department is responsible to execute under very specific compliance guidelines; this could be related to Health Care or Financial regulations. Therefore the Customer Logistics is asked to work within controlled processes to ensure a safe and compliant supply chain
Major Responsibilities:

Tactical Operations
Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.
Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
Respond to inquiries from internal and external customers via phone or email; inquiries may be related to backorders, order status, order amendments, among others.
Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing
Ensure that orders are processed in a timely manner; therefore the CLA will be required to collaborate with Supply Planning, Distribution and Transportation.
Ensure all activities are executed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI) to guarantee a compliant supply chain.
Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.
Provide support and coordinate with the rest of the team while other peers are out of office.

Professional and Personal Development
Produce a Personal Development Plan (PDP) on a yearly basis that will outline the organizational and personal objectives.
Actively participate in the 5 Conversations model to monitor progress and assess performance.
Embrace change as a result of process improvements and new implementations

Process & Projects, Data and Analysis
Function as a subject matter expert on all assigned Customer Experience processes
Identify, assess, and communicate process improvements opportunities to Customer Logistics management team
Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Job Knowledge Requirements:

Relevant knowledge and experience
A minimum of 2 years in a customer facing role
Strong interpersonal, collaboration and communication skills
Must possess a high sense of accountability and ownership
Excellent command of English and French language, French dependent on customer profile
Experience in the Health Care industry an asset
Strong time management
Analytical skills preferred.

Technical competency requirements:
Strong proficiency with MS Office applications
Experience with ERP systems required, SAP preferred.
Experience and exposure to different areas of supply chain a preferred asset
While we traditionally require the candidates to be bilingual in French, we are willing to list this as a benefit, not a requirement, for this posting.
also prefer the candidate to have SAP experience