Customer Care Associate

At Caldic we are continually developing our capabilities, and we strive to become better every day, with the goal to build long-term relationships. To add value to our company, and to our inspiring solutions we are currently looking to add to our team. Are you a natural leader with a proven track record in the industrial market? Do you have the drive to succeed in a moving fast forward company? Then we are looking for you!Position function:Reporting to the Supply Chain Supervisor the individual will be responsible to receive and process customer orders, inquiries, concerns to provide outstanding client service and satisfaction.Scope:This position provides a full spectrum, on-going day-to-day Customer Service activities. The position is responsible for providing a consistent customer experience, from order entry, order fulfillment coordination, providing necessary product and regulatory information to customers, solving customer problems to providing sales support. The position will work closely with all areas of the business to support the US business for Caldic.MAJOR TASKS AND DUTIES:Responsible to answer phones for Chicago regional office as first point of contactReceive and input customer orders into the internal computer system; will receive orders by email, phone and occasionally fax and also invoice commission ordersProvide prompt and continuous follow up to Customer and Sales team to ensure delivery commitments are met; Receipt of order confirmations to be sent to customerDeal directly with customers by telephone and/or electronically to provide information regarding product availability, confirm pricing previously determined by CDM, specifications and estimated time/date of deliveryResponsible to send regulatory technical document packages to customers as per the requestMaintain professional contact with external customers at all timesProactively contact existing customers to inquire about potential upcoming orders based on specific order historyRespond promptly to customer inquiries; handle and resolve customer complaints and issuesSupport CDM’s with coordinating customer sample requests, help to set up customer contracts as well as quotes and quarterly pricingSchedule transportation for customer orders and follow up to confirm deliverySupport Accounting Team with any finance requests related specific customersAssist with specific customer contract requests as required to communicate pricing directly to customerResponsible to update customer information (i.e. contact information, customer product Identifications, etc.)Record details of inquiries, comments and/or complaints and develop steps necessary to resolve issues, ensure the CDM’s are informed about issues and resolutionActively work with other departments to ensure customer excellence; production, shipping and replenishmentEnsure compliance with all health and safety regulations, GMP’s and HACCP requirements.Responsible for following Food Safety and Quality requirements as per Prerequisite programs, HACCP plans, CCP monitoring and SQF code.KNOWLEDGE/SKILLS AND EXPERIENCE:Post-secondary education, college diploma or equivalent experience and proficiencyCustomer Care/Service experience or equivalent, minimum 2 years.Experience in the food industry is considered an assetMust have strong interpersonal and multi-tasking skillsMust be strong relationship building skillsMust have intermediate computer skills (MS Word, Outlook, Excel)Must have strong communication (Verbal and Written) skillsCORE COMPETENCIES:Priority setting:Spends his/her time and the time of others on what’s importantQuickly zeros in on the critical few and puts the trivial many asideCan quickly sense what will help or hinder accomplishing a goalEliminates road blocksCreates focusAction Oriented:Enjoys working hardIs action oriented and full of energy for things he/she sees as challengingNot fearful of acting with a minimum of planningSeizes more opportunities than othersIntegrity and Trust:Is widely trusted and is seen as a direct, truthful individualCan present the unvarnished truth in an appropriate and helpful mannerKeeps confidenceAdmits mistakesDoesn’t misrepresent him/herself for personal gainComposure:Is cool under pressure and can handle stressDoes not become defensive or irritated when times are toughIs not knocked off balance by the unexpectedDoesn’t show frustration when resisted or blockedIs a settling influence in a crisisPatience:Is tolerant with people and processesListens and checks before actingTries to understand the people and the data before making judgements and actingWaits for others to catch up before actingSensitive to due process and proper pacingFollows established processesCustomer Focus:Is dedicated to meeting the expectations and requirements of internal and external customersGets first-hand customer information and uses it for improvements in products and servicesActs with customers in mindEstablishes and maintains effective relationships with customers and gains their trust and respectInforming:Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organizationProvides individuals information in a timely fashion so that they can make accurate decisionsProblem Solving:Uses rigorous logic and methods to solve difficult problems with effective solutionsProbes all fruitful sources for answers and doesn’t stop at the first answerCan see hidden problemsIs excellent at honest analysisAbout usAt Caldic we value our team spirit, built on strong relationships and open communication. You will be part of a community where you can always get support from experienced colleagues. At the same time, we encourage an entrepreneurial mindset: you have the freedom to act and take initiative to bring your ideas to life. At Caldic we want to give everybody the opportunity to make a difference.Everyday hundreds of thousands of people around the world are in touch with a food, pharma, personal care or industrial product that has been handled with care by Caldic. At Caldic we are the linking pin, connecting people, products and solutions for a better world. But we go beyond connecting to ensure we deliver on our business partners' requirements for added-value R&D, manufacturing and packaging solutions, while minimizing the environmental impact. This makes Caldic the partner of choice in innovative and sustainable solutions in life science and specialty chemicals. Our tagline ‘Because we care' underlines our commitment to our people, our business partners and our planet. On a daily basis around 1200 Caldic employees go the extra mile to deliver value-add solutions. Caldic is present in 19 countries in Europe, North America and Asia Pacific. For more information, please visit www.caldic.com.Caldic Canada Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon: Age, Citizenship, Colour, Family Status, Gender (including pregnancy, childbirth, or related medical conditions), Gender Identity or Expression, Marriage and Civil Partnerships, Physical and/ or Mental Disabilities, Political Belief, Race, Religion, Sex, Sexual Orientation, or other applicable legally protected characteristics. Accommodations are available upon request for any candidate and/ or employee.