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Job ID:
Veritiv - Toronto ON
Position Description

Position Summary:

To provide exceptional Customer Service to Unisource valued customers based on the criteria set within specific Customer programs.

Duties & Responsibilities:

• Process Customer warehouse orders within Unisource order types based on multiple channels by which Customers place their orders including

• Process regular orders, future orders, hold orders, inter-branch transfers, sample orders (where applicable), converting orders received through any channel such as phone, fax, mail, EDI, web, walk in, sales representatives

 • Ensure that required minimum and service standards are adhered to, recommend additional products to assist the customer to reach their minimum order value

• Ensure stratification, pricing, sales policies and procedures are followed

 • Verify tax (where applicable), as well as high & low margins triggers at time of order entry

 • Provide order confirmation to customers verbally, via fax or email as required

• Manage backorder and lost orders to improve customer satisfaction and demand planning accuracy

• Perform daily backorder review

• Expedite customer backorder orders based on the customer need, the criticality of the items, the customer service package

 • Find resolution to customer inquiries and complaints in a way that drives customer satisfaction and ensures profitability in regards to:

• Product availability, product specifications, product recommendation and usage inquiries.

• Substitutes and send as, pricing, billing, order status, late deliveries, short ship and proof of delivery issues.

• Ensure customer service issues are resolved by liaising with other departments

• Coordinate warehouse order customer returns

• Actively participate in Company wide SMOG initiatives by contributing to the selling of identified items to meet established targets, (where applicable)

 • Pre-Qualify new accounts.

• Generate and maintain order guides as assigned.

 • Generate reports for customers as assigned.

• Actively participate in process improvement teams as assigned.

• Participate in and organize peer coach training as assigned.

• Redirect requests to appropriate departments as required based on the Customer’s need. • Sample requests (low sheets, swatches, dummies)

• One time customer specific orders (K is SS)

• Expediting

• Credit inquiries

• Mill direct orders (FP)

• Non stock items

Required Skills:

  • Customer and operational programs: • Business practices, policies and procedures, service matrix and delivery schedules.
  • Familiarity with; • Order processing, • Tracing and expediting, • Pricing structure, and, • Order to Cash cycle. Product and market knowledge: • Ability to describe the applications of the product for the customer
  • Understanding of the specific needs of our primary customer business segments,
  • Ability to identify appropriate substitutes of competitive brands, Unisource promotional programs Tools: • Compass, Outlook, WMS Crystal, Vendorsource, Fastrack, Docushare, IT suite • Policies and procedures • Phone system • Microsoft Office • Trip sheet (where applicable) • Live Chat
  • Bilingual (English/French), an asset.

Required Experience/Education:

High school diploma with 2 years experience in a customer service environment or college diploma.

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