Customer Service Specialist

Main Functions

Our Customer Service department is looking for a versatile individual to join our team as Customer Service Specialist. Reporting to the Customer Service Team Lead, the Customer Service Specialist is the primary point of contact with Lallemand Plant Care customers. The successful candidate will focus on all aspects of customer satisfaction and complete order management.

We are looking for an enthusiastic individual who can manage incoming customer orders, filter inquiries, foster positive customer relationships and perform administrative tasks. The successful candidate for this position will have exceptional communication skills and align with the company's customer service standards. They will promote good relations with colleagues, including members of the logistics and sales team to provide the best customer experience possible.

Tasks include but are not limited to:

• Answers the Lallemand Plant Care customer phone line and monitors customer inquiries received through email.
• Processes customer orders in respect of customer contracts or purchase orders.
• Performs follow up actions with customers including order acknowledgement, order confirmation, shipping notification, and invoicing.
• Filters/directs inquiries by assisting customers with questions, complaints, concerns, or any issues that they might have with a product or service. 
• Is a resource for internal queries for information about orders, invoices, customer complaints and samples.
• Manages ERP data and extraction reports as needed.
• Investigates and processes any corrections to orders/invoices, including coordination of product returns.
• Collects and maintains customer account files.
• Onboards new customers through the onboarding process, including customer credit checks.
• Remains knowledgeable of Lallemand’s product catalogs, customer pricing, and procedures.
• Performs miscellaneous administrative duties
• Always maintains a high level of professionalism.

The Customer Service Specialist is to be readily available to answer the phone between 8:00am and 5:00pm eastern time. Contrary to other positions in the organization, the Customer Service team must be available during business hours, which requires coordination of breaks, sick days and holidays.

Technical skills

Required

• College diploma in business or administration or equivalent work experience
• Minimum of one years experience in a customer service and/or logistics and/or administrative role
• Excellent verbal and written communication skills in English and French
• Proficiency in Microsoft Office 365, strong Excel skills
• Proficiency in data entry
• Strong follow up skills
• Professional, rigorous, adaptable, organized

An asset

• Experience with ERP systems and basic accounting principles is an asset
• Knowledge of accounting principles

Personal abilities

Required

• Strong interpersonal skills
• Exceptional customer service skills. Ability to always remain professional and courteous with customers
• Discreet and honest to respect the confidentiality of client information
• Strong ability to learn new computer systems
• Comfortable in a complex, fast-paced environment where change is a constant
• Team player and ability to work effectively with minimal supervision
• Problem solving skills, resourcefulness and initiative
• Intellectual rigor and organizational skills

An asset

• Ability to be persuasive and reassuring in contrast to demanding or difficult personalities
• Ability to multi-task

Organization

Lallemand is a privately held Canadian company founded in the late 19th century, which develops, produces, and markets microorganisms for various markets. The administrative offices of the parent company are in Montreal, Canada. Today, Lallemand employs more than 5,000 people working in more than 45 countries on 5 continents.

Yeasts, bacteria, fungi: microorganisms have always lived in harmony with plants since their origin and are now recognized for their multiple agronomic benefits. As a world specialist in microorganisms, Lallemand Plant Care carefully selects strains for agricultural use, to improve the nutrition, health, and productivity of plants.

Lallemand Plant Care is a growing business unit and offers many opportunities for career development and professional development on a local and international scale. Joining the Lallemand Plant Care team means collaborating with people who work passionately to develop sustainable, efficient, and clean solutions for agriculture professionals, horticulture, green spaces, and the forestry sector. We regularly recruit new talent from around the world to support our growth and our sales, logistics, marketing, production and research and development efforts.

Please take note that accommodations will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.