Why work for Lafarge?
Lafarge in Canada is proud to provide construction solutions in the buildings, infrastructure and industrial segments. These solutions are built with high performance products from our cement, aggregates, ready-mix concrete, asphalt and road construction, and concrete products divisions. From the use of alternative materials and recycling to renewable energy, Lafarge's focus is to develop innovative products that can contribute toward sustainably constructed building solutions. Lafarge takes personal growth and development to heart, and provides resources for our employees to take control of their own careers. Through our commitment to communities, to the health and safety of our employees and their families, or through the many volunteer hours of our employees, Lafarge demonstrates our care for people. If you want to work in an environment that values hard work, entrepreneurship, and collaborative teamwork, Lafarge is for you. Building Better Cities is what we do. Come Build a Better Career with us! More information can be found at www.lafarge.ca/en/careers .
The Customer Value and After Sales Support representatives are responsible primarily for the day-to-day interface with customers for their order placement and delivery but will also be responsible for post-sale customer relationships, managing and resolving customer account exceptions relative to invoicing, cash application, and account credits. It is important that the Coordinator supports all administrative activities that ensure accurate and timely invoicing of customer deliveries as well as coordination with contract truck partners to ensure efficient and high-level of on time delivery services from Lafarge. This is a contract term customer-facing role that requires a service-oriented mindset and a highly professional approach.
Adhere to all Lafarge safety policies and procedures.
Have a flexible schedule. This position will require an individual to work different shifts as well as take calls after hours when required.
Responsible for the order taking & order fulfillment processing for pick up or delivery (including assignment of carriers, as applicable).
Reviewing terminal inventory and including selection of supply.
Fulfill and exceed customer expectations in compliance with policies, practices and procedures.
Advocate for customers. The CVR/ASSR is responsible for overcoming obstacles and solving problems that may negatively impact Lafarge’s customer service offering.
Support and monitor freight files for carrier selection and invoice purposes.
Input manual bills of Lading.
Provides detailed, factual information to customer inquiries, including:
MSDS sheets, Mill Tests, Letters of Certification, Lafarge brochures, technical literature, Sales contact information, etc.
Monthly Mill Tests.
Timely response to customer complaints with appropriate follow up, including escalation as required.
Maintains a high level of quality on all phone conversations and is knowledgeable of services, products and methods of delivery for Lafarge Cement.
Creates and maintains monthly reports as required.
Conduct proactive outbound calls to customers
Coordinate demand for deliveries
Conducting customer surveys
Participate in value selling per directions and as appropriate.
Monitors customer credit limits.
Keep backup information and knowledge for after sales support activities.
Maintain strong working relationships with stakeholders from Sales, Logistics, and Operations teams as well as external truck partners.
Troubleshoot and correct unapplied and misapplied cash to customer accounts. Coordinate effort with Lafarge Service Centers.
Customer account reconciliation/cleanup effort when necessary.
Oversee application of credit card payments and manage historical files of credit card transactions.
Ensure proper documentation is kept for transactions that will stand up to the scrutiny of auditory requirements.
Education and Work Experience:
Associate degree/college diploma or greater in an applicable field.
Education in Civil Engineering Technology is considered an asset.
Understanding of the building materials industry, including product knowledge, an asset.
Computer literacy, including Microsoft Office suite of products.
Strong written and verbal communication skills
Relationship-building (External customers and internal Lafarge personnel)
High degree of accuracy and attention to detail
Problem solving and decision making
Ability to multitask in a fast-paced environment
Time and self management skills, including being self directed, effective realization of current priorities associated with answering customer calls, scheduling call backs while being able to re-prioritize as requested.
Strong sense of teamwork.
Customer interaction/Customer focus
Priority setting and time management
Dealing with ambiguity
Trust and credibility
Pre-employment medical including drug & alcohol testing and a criminal record check may be required.
Through LafargeHolcim’s 2030 Plan, Lafarge is committed to providing solutions using sustainable manufacturing practices and improving the environment in and around its operations. The company has a sixty year history in Canada and works continually to reduce carbon dioxide emissions, restore wetlands for native plants and animals, and identify waste materials that can be recycled and used in our operations.