LafargeHolcim

Customer Value Representative / After Sales Support Representative

Job Locations CA-BC-Richmond
Requisition ID
2018-4016
# of Openings
1
Category
Customer Service
Product Line
Cement
Travel
5%

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.com/careers .

Overview

The dual role of Customer Value Representative/After Sales Support Representative (CVR/ASSR) is responsible for the primary day-to-day interface with customers for order placement and arrangement of delivery.  This role is also responsible for post-sale customer relationships, managing and resolving customer account exceptions relative to invoicing, cash application, and account credits. The CVR/ASSR is responsible for all administrative activities that support accurate and timely invoicing, the delivery as well as coordination with contract truck partners to ensure customers receive a high-level delivery service from Lafarge.  This is a customer-facing role that requires a service-oriented mindset and a highly professional approach.

Responsibilities

  • Adhere to all Lafarge safety policies and procedures.
  • Tangibly support a safe office work environment.  Attend field safety meetings and support field safety programs.
  • Build and maintain relationships of trust with customers in assigned geography.  Own the satisfaction of these customers at all times.
  • Accountable for resolution process for short-paid/incorrect invoices. This includes tracking and monitoring, initial contact with customer, investigation, root cause identification, and resolution/correction. This often includes coordination with the Sales and Credit departments
  • Responsible for consistent and reliable customer service from order placement through delivery.  Maintain an ordering process and subsequent delivery service that is a positive, hassle-free experience for Lafarge’s customers.
  • Maintain an efficient order management process.  This includes; accurate recording of customer orders and input into SAP, timely communication with both internal stakeholders, and third-party carriers to arrange delivery, and post-order follow up with trucking partners to ensure delivery is executed accurately and on-time.
  • Proactive outgoing calls to customers to ensure orders are received in a timely manner and to improve customer service offering.
  • Field customer complaints and follow up in a timely, professional manner.  Communicate/escalate issues as appropriate.  Keep track of customer service incidents.
  • Maintain strong working relationships with stakeholders from Sales, Logistics, and Operations teams as well as external truck partners.
  • Advocate for customers.  The CVR/ASSR is responsible for overcoming obstacles and solving problems that negatively impact Lafarge’s customer service offering.
  • Facilitate application of open credits on customer accounts or issuance of check to return credit balances to customers.
  • Troubleshoot and correct unapplied and misapplied cash to customer accounts. Coordinate effort with Financial Service Centre.
  • Customer account reconciliation/cleanup effort when necessary.
  • Oversee application of credit card payments and manage historical files of credit card transactions.
  • Attend and actively participate in monthly credit call for respective Sales District.
  • Entry validation for all manual/adjusted bills of lading. This includes proactive verification of entry, accuracy, and timeliness.
  • Proactive shipment and entry reconciliation for all non-Lafarge operated shipment locations.
  • Ensure proper documentation is kept for transactions that will stand up to the scrutiny of auditory requirements.
  • Have a flexible schedule.  This position may require an individual to work different shifts as well as take calls after hours if required.
  • Support other functions within the Customer Value Centre as required.

Qualifications

Education and Work Experience:

  • Post-secondary degree/college diploma
  • Experience in a related field preferred.
  • Understanding of building materials industry, including product knowledge, an asset.
  • Computer literacy, including Microsoft Office suite of products.
  • Working knowledge of SAP an asset

 

Job-Specific Skills:

  • 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
  • Strong sense of teamwork
  • Competencies:
    • Interpersonal savvy
    • Customer interaction/customer focus
    • Action-oriented/demonstrates drive
    • Priority setting and time management
    • Dealing with ambiguity
    • Trust and credibility
    • Peer relationships

LafargeHolcim

Pre-employment medical including drug & alcohol testing and a criminal record check may be required.

As the world leader in the building materials industry, LafargeHolcim Ltd and its subsidiaries have the assets necessary to meet the building and design challenges of today’s increasing urbanization.  Globally, LafargeHolcim has 115,000 employees, a well-balanced local presence in 90 countries and combined net sales of CHF 33 billion (EUR 27 billion) in 2014. With the most innovative cement, concrete, and aggregates solutions, strong R&D and a commitment to health, safety, and sustainability, LafargeHolcim has the building solutions to meet customers’ needs, from the individual homebuilder to the largest and most complex project.  We are committed to drive sustainable solutions for better building and infrastructure while contributing to a higher quality of life.  We are positioned to deliver on this commitment.

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