Overview

Holcim Client Services Rep, O2C – 12-14 Month Contract Temporary in Concord, ON

Holcim

Branch Concord ON CA

Position:
Client Services Rep, O2C – 12-14 Month Contract
Location:
Concord, ON

Employees and vendors documenting ticket and responding to inbound messages in a professional manner Working with the business units, Shared Service Center,…

**Please note that this is a 12-14 month contract**

Position Responsibilities:

  • Customer Support Center Operations
    • Develop relationships with Holcim Canada and Holcim US clients (internal and external)
    • Using a pre-defined resolution framework, develop and apply Order to Cash skills (e.g. accounts receivable) to resolve and respond to client inquiries.
    • Develop functional knowledge of Order to Cash system applications (SAP R/3, SAP BW, Get Paid, Customer Self-Serve Portal Applications)
    • Receive inbound phone calls and emails from end-customers; employees and vendors documenting ticket and responding to inbound messages in a professional manner
    • Working with the business units, Shared Service Center, company tools and assets, and other business partners, resolve inbound inquiries to achieve proper resolution in prescribed timeframes
    • Communicate ticket resolution to appropriate contact and maintain ticket documentation
    • Develop a general understanding of Holcim US/Holcim Canada finance and accounting business processes and policies as defined by the Shared Service Center in order to respond to incoming customer inquiries
    • Participate in training to continue to develop key functional and technical skills and improve business acumen
    • Work with team to resolve and communicate resolutions to customer inquiries, escalating issues to Customer Support Specialists or supervisors
    • Communicate frequently with supervisors and team lead, working to develop personal skills and abilities
  • Continuously improve operations
    • Identify and suggest process and system enhancements
    • Monitor personal Key Performance Indicators and adherence to service level agreements
    • Perform at a level that assists in attaining overall and team-level performance measures and goals
    • Stay appraised of service center knowledge of industry best practices
  • Interface with other Shared Service teams to ensure compliance with cross-team accountabilities, specifically the Order to Cash and Procure to Pay specialists and senior specialists
  • Coordinate with other Shared Service teams to deliver seamless service to customers, and improve personal knowledge to enhance ability to resolve issues accurately
  • Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual

Position Requirements (Experience, Technical Expertise):

  • At least 2 to 3 years experience in customer support or accounts receivable environment
  • Excellent Customer Service
  • Solid understanding of Accounts Receivable processes (billing cycle, cash applications, reconciliations)
  • Strong communication, both oral and written
  • Experienced in SAP, JDE or related ERP applications
  • Supply Chain/Logistics experience is an asset
  • Bilingual speaking and writing, French/English OR Spanish/English is an asset

Education:

  • Bachelor’s degree or Diploma or equivalent working experience

Position Dimensions (Core Competencies):

  • Strong organizational and communications skills
  • Adapts and Learns – work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
  • Customer Focus – foster a customer focused environment delivering exceptional customer service and anticipating future customer needs
  • Analysis and problem solving – effectively examine events, issues and problems and generate optimal solutions in a timely manner
  • Fosters teamwork and cooperation – Foster a sense of collaboration and work effectively across the organization to achieve goals

or proceed with Standard Application Form.

Employment Type: Temporary
Location: Vaughan, ON, CA
Posted on: 2015-05-24
Posted by: