Customer Care Representative

Job summary

The role involves processing customer orders accurately and efficiently while resolving any related issues. Additionally, the representative is responsible for upselling products and maintaining high standards of telephone etiquette and record-keeping.

Job details

Ariva, a wholly owned and operated Domtar business, offers a spectrum of best-in-class solutions to help businesses communicate, collaborate and compete more effectively. Ariva builds on the rich heritage of the Domtar Distribution Group, Canada’s premier source for high quality paper, packaging, and graphic supplies. But we’re much more than a paper distribution company. Domtar is a leading producer of pulp, paper, packaging, tissue and wood products. Through our focus on safety and sustainability, as well as our commitment to operational excellence and our network of facilities across Canada and the United States, Domtar delivers high-quality and cost-effective products to customers around the world. Our workforce is comprised of 14,000 talented and hardworking individuals. We are proud to offer competitive compensation, a supportive working environment, rewarding career paths and plenty of opportunities for learning and growth. Based out of our office located either in Montreal (Lachine) or Quebec City, we have a full-time opportunity for the position of Customer Care Representative. Reporting to the Customer Care Manager, this position provides accurate and prompt service to customers as well as upselling related products. Ariva encourages the development and advancement of our employees. Duties of this position include, but are not limited to: Processing accurate and efficient orders and resolving customer order issues Following-up and expediting with appropriate personnel on all outstanding customer orders and requests Maintaining accurate records of all customer transactions, providing efficient follow-ups, resolving outstanding customer orders or concerns Maintaining high standards of telephone etiquette Attending product knowledge seminars and staying current on all company policies, business processes and SAP integration The successful incumbent will have: Ideally, one to two years related work experience Strong customer service skills (product knowledge and SAP familiarity are a definite asset) Client-oriented, problem-solving, listening, teamwork, detail-oriented Strong communication skills - Bilingualism is required (written and spoken) * Intermediate Microsoft Office skills Respect for company values: Caring, Accountability, Collaboration and Entrepreneurship Our offer: Alternative Work Arrangements: hybrid remote work and flextime A modern and spacious environment Competitive compensation, including annual bonus plan A flexible insurance plan (life, medical, dental) An Employee and Family Assistance Program A pension plan with matching company contributions Employer-paid development and continuing education (*) English bilingual: if listed, this qualification is required since this function requires regular verbal and/or written interaction with customers, partners and/or our American subsidiaries. You will be required to successfully complete a selection process that could include interviews, an employment background check, reference verifications, aptitude tests (for some positions), and a fitness-for-duty test (for some positions). Domtar is firmly committed to placing greater emphasis on the principles of equity, diversity and inclusion to empower all employees to reach their full potential. We form a dynamic team whose diverse backgrounds and wealth of perspectives are one of the keys to our success. We offer an inclusive, rewarding and safe work environment with opportunities that will help grow your skills. To learn more about our company, consult the Domtar Company Web Site and follow us on LinkedIn, Instagram and Twitter.

What you’ll do

The role involves processing customer orders accurately and efficiently while resolving any related issues. Additionally, the representative is responsible for upselling products and maintaining high standards of telephone etiquette and record-keeping.

Requirements

Candidates should ideally have one to two years of related experience and be bilingual in written and spoken communication. Proficiency in Microsoft Office is required, while familiarity with SAP and product knowledge are considered strong assets.

Benefits

• Annual Bonus Plan • Flexible Insurance Plan • Life Insurance • Medical Insurance • Dental Insurance • Employee and Family Assistance Program • Pension Plan with Matching Company Contributions • Employer-paid Development and Continuing Education

Listed skills

• SAP · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Detail-oriented · Preferred
• Microsoft Office · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• SAP
• Bilingualism
• Microsoft Office
• Problem Solving
• Communication Skills
• Order Processing
• Telephone Etiquette
• Detail Oriented
• Teamwork

Job areas

• Customer Service & Support
• Sales
• Logistics
• Manufacturing
• Administrative