Job title:Customer Service Specialist
Organisation:Syngenta Canada Inc.
Location:Guelph,Ontario Canada
POSITION SUMMARY:
Provides high quality customer service to Syngenta customers from acquiring orders to issuing accurate invoices, fulfilling the customers’ requirements within budget and in a timely manner for packaged and bulk products, including completing credits/rebills in accordance with Syngenta and program polices. Balances inventory requirements between warehouses and supply points in alignment with the business plan.
KEY RESPONSIBILITIES:
Coordinates the order process through the following actions:
Ensures that all orders are entered into SAP upon receipt, and followed through to completion;
Manages the delivery of products to distributors and dealers;
Ensures that program requirements and timelines are fulfilled.
Issues invoices, credits, or debits in accordance with prices, terms, and policies, as determined by business unit programs and company policies. Tracks actual invoiced sales against orders.
Monitors product inventory levels and interfaces with the Commercial team to facilitate effective product placement, as necessary.
Communicates with contract warehouses and logistics suppliers to ensure on time deliveries.
Confirms the return of the bulk returnable containers in accordance with the set program to ensure timely credits to customers.
Interacts with supply on a regular basis to ensure a seamless process from production to delivery of product to customers and contract warehouses.
Coordinates the distribution of sample product fulfillment program for the Syngenta sales team.
Coordinates recovery and replacement of damaged product, based on information from distribution and sales.
Maintains integrity of SAP/APO data related to Customer master, Distribution, Pricing, EDI, and CPI warehouse certification data.
Maintains Customer Master to setup new or update existing customer information.
Tracks Product Inquiries including approval of credit/replacement product.
Maintains customs database and completes customs documents for Finished Goods.
Coordinates Finished Good shipments from manufacturing sites and warehouses to ensure product is placed closest to where it will be sold.
Runs SAP reports on inventory movements for Finished Goods to maintain efficiencies in product placement.
Liaises between supply points and logistics providers to maximize efficiencies in shipments.
Coordinates the Syngenta adjuvant return program to collect excess inventory in the field.
Creates, coordinates and enters warehouse inventory reports into a database to monitor discrepancies, responsible for accuracy of finished goods on a monthly basis.
Ensures weekly SOX reports are signed off and distributed to relevant stakeholders.
Generates reports for Distribution partners to monitor open orders versus Purchase Orders.
Advises Account Managers, Finance, Product Leads, and District Sales Managers on current sales and forecast status. Participates in regular sales calls to monitor and evaluate monthly sales numbers.
Provides input to the commercial unit in the development of Marketing Programs.
Provides information and input to account managers to enable them to see the whole picture on any given product/issue and allow for accurate decision making.
QUALIFICATIONS
Post-secondary diploma or degree in Business, Science, Agriculture or Supply.
Prior experience in a customer service role, within a fast paced office environment.
Proficient with MS Office.
Preference will be given to those candidates with general knowledge of, and passion for Canadian Agriculture, including understanding of crops that are grown and knowledge of logistics, planning, and production principles required to perform distribution activities.
Excellent interpersonal and communication skills including oral, listening and writing skills to ensure effective communication to customers and suppliers.
Excellent attention to detail, comfortable with numbers.
Excellent selling skills and understanding of customers to maximize benefit to the customers and Syngenta.
Excellent planning, prioritizing and organizational skills to organize workload and allow for possible crisis resolution.
Negotiating skills required when dealing with distribution, warehouse and logistics suppliers.
Great team player and ability to achieve Win-Win conflict resolution.
Ability to remain calm under pressure while handling multiple competing priorities in a fast paced environment.
French language skills would be considered an asset.
Knowledge of TDG guidelines, CPI Warehousing Standards and Emergency Response process would be an asset.
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