Customer Service Representative, Ingredients

Position: Customer Service Representative, Ingredients

Location: Vaudreuil-Dorion, Quebec

Status: Full-time, permanent (1)

Workplace Flexibility: We have a policy that allows for hybrid work, with a minimum presence of 2 days per week at the office.

Do you have a strong background in raw materials distribution and are you committed to customer excellence? Tired of being stuck in traffic on your way to Montreal? Our Ingredients (Food) team is currently looking for a proactive and detail-oriented individual to join our Customer Service team in Vaudreuil-Dorion, Quebec!

We are currently seeking a Customer Service Representative (Generalist) to support our customer service and commercial teams in our Food & Ingredients Division! As a Customer Service Representative (Generalist), you will play a key role in delivering outstanding customer service by communicating effectively with clients, processing and managing product orders, and ensuring rigorous follow-ups.

You will be responsible for building strong relationships with your fellow representatives, clients and the sales team to ensure smooth service delivery and optimal customer satisfaction! This role requires strong digital skills, and knowledge of the Manufacturing and/or distribution of ingredients would be a significant asset.

This is a highly collaborative position within a dynamic, solution-oriented environment. We are looking for someone with a positive and professional attitude. Your motivation, enthusiasm, and experience in distribution or manufacturing will be valuable assets to our team.

At Quadra, we put people first so that together, we can reimagine the possibilities.

When you join Quadra, you'll be part of a 50+ years old organization that is dedicated to its 550+ employees located in Canada and the United States. We not only offer an engaging and collaborating culture, but also a great family-oriented environment, autonomy, and flexibility. In addition, Quadra is proud to be recognized as one of the Best Managed Companies for over 21 years and certified as a Great Place to Work®.

What would be your main responsibilities as Customer Service Representative?

Product Order Management:

• Stepping into existing territories as seamless coverage to maintain an excellent service level with customers and the commercial team, and assisting with the team’s workload when not assigned specific coverage
• Accurately process and manage customer orders in JD Edwards system, ensuring data integrity throughout the order lifecycle
• Monitor and track order status, ensuring timely and accurate updates to customers
• Review and validate purchase order information to ensure compliance with company policies and customer contracts
• Regularly coordinate with logistics, operations (warehouse), and purchasing teams to ensure alignment between customer expectations and operational capabilities (e.g., delivery, goods receipt, quality, etc.)
• Collaborate with the Corporate Quality team to provide and follow up to customers with their requested products documentation (audits, certificates, forms, etc.)
• Maintain regular communication with customers to ensure service quality and satisfaction with goods received
• Collaborate with the Finance team to ensure invoicing tracking (taxes, prices, etc.) as well as payment/credit/receivables.

Customer Relations / Sales Support:

• Use Salesforce to track, analyze, and manage customer interactions and activities, ensuring data is updated daily
• Respond promptly to resolve customer inquiries and requests quickly and efficiently
• Manage customers account maintenance activities (in Salesforce), ensuring records are accurate and aligned with client needs
• Collaborate with the commercial team to resolve any customer issues, ensuring smooth communication across departments
• Provide product recommendations and information to help clients make informed purchasing decisions
• Provide detailed feedback to internal team about recurring customer issues or suggestions for improvements.

Other :

• Attend training sessions, team meetings, sales/customers meetings to stay aligned with company’s objectives and vision
• Meet or exceed performance metrics such as “No errors’’ in shipments, etc.
• Review and interpret weekly and monthly reports to identify trends and areas for improvement

Qualities and Attributes we are looking for:

• Curiosity and eagerness to understand products, manufacturing processes, technical constraints, etc.
• Strong work ethic and drive to succeed, with essential traits such as compassion, integrity, and honesty
• Desire to work as part of a team and collaborate across different business functions
• Ability to thrive in a fast-paced environment, make quick decisions, and juggle multiple priorities

What qualifications are needed to succeed in this role?

• Minimum 3 years of experience in a Customer Service role in a distribution or manufacturing company, in inventory management or a Sales Support role in the industry
• College diploma in business administration, commerce, or a related field
• Proven experience with systems such as:
• Inventory Management (ERP) such as JD Edwards / SAP
• Customer Relationship Management (CRM) such as Salesforce
• Proficiency with the Microsoft Office Suite including good Excel skills
• Excellent verbal and written communication skills in French & English
• Comfortable and confident communicating with customers via phone and email
• Proven ability to analyze and solve complex problems
• Demonstrated attention to detail and accuracy (for order processing, quotes, client documentation, etc.)

At Quadra, we provide an engaging and supportive culture that fosters collaboration, a family-oriented atmosphere, and a high degree of autonomy and flexibility. You’ll have the chance to be part of a professional, innovative, and fun team within a growing, people-centric organization that has earned Great Place to Work® certification.

Some of the benefits of choosing Quadra:

• Permanent, full-time position: Join us for a stable and long-term career.
• Competitive compensation and performance incentives: Your work and results are rewarded with an attractive salary and bonuses.
• Personalized training: Tailored support to foster your development and career progression.
• Comprehensive benefits package: Medical and dental coverage, health spending account, Employee Assistance Program (EAP), and access to telemedicine services.
• Generous time off: Flexible personal days, sick days, and vacation to help you recharge.
• Wellness programs: Initiatives focused on physical and mental well-being, supported by recognized experts.
• Employer-matched retirement plan: Plan for your future with our retirement savings program.
• Private, family-owned company: Grow within a solid organization with strong values and established infrastructure.
• Recognized and award-winning company: Work for a certified Great Place to Work® and Best Managed Company.
• Inclusive culture: Caring, quick on our feet, and having fun are core values.
• Career opportunities: Develop within a fast-paced, growing, and stimulating organization.
• Social activities and community involvement: Participate in events, volunteer programs, and more.
• Recognition and referral programs: Earn financial rewards through employee recognition and referral initiatives (years of service, merit, etc.).
• And much more!

Compensation Information:The annual base pay range for this position is reasonably expected to be $44,690 to $67,100. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as job-related knowledge, skills, education, and experience.

Base salary is only a part of the total rewards package - this role will also be eligible for a generous incentive program and benefits. Quadra’s salary ranges are benchmarked and are determined by role and level. Please note that the base pay shown qualifications, skill level, competencies, and work location.

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Quadra supports and values diversity and offer equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status and gender identity. Quadra also welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We recognize that some people do not identify themselves as either male or female. Therefore, whenever possible, we have opted for a gender-neutral wording in a non-discriminatory spirit.

Please note that Quadra recruiters only use official @quadragroup.com email addresses. We never request fees or sensitive personal information during recruitment. Be cautious if you receive messages from domains that look similar to Quadra Group but are not official. If in doubt, please contact us directly via our Careers page.