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Customer Service Specialist

Job Id:  10196
City: 

Field, Saskatchewan, Canada

Department:  Customer Service
Function:  SCM
Employee Type:  Permanent Full Time
Seniority Level:  Not Applicable
Description: 

UPL Limited (NSE: UPL & BSE: 512070, LSE: UPLL) is a global provider of sustainable agriculture products and solutions, with annual revenue exceeding $6bn. We are a purpose-led company. Through OpenAg®, UPL is focused on accelerating progress for the food system. We are building a network that is reimagining sustainability, redefining the way an entire industry thinks and works – open to fresh ideas, innovation, and new answers as we strive towards our mission to make every single food product more sustainable. As one of the largest agriculture solutions companies worldwide, our robust portfolio consists of biologicals and traditional crop protection solutions with more than 14,000 registrations. We are present in more than 130 countries, represented by more than 10,000 colleagues globally. For more information about our integrated portfolio of solutions across the food value chain including seeds, post-harvest, as well as physical and digital services, please visit upl-ltd.com and follow us on LinkedIn, Twitter, Instagram and Facebook.

 

 

JOB SUMMARY: The Customer Service Specialist will build and maintain relationships with UPL NA’s internal and external customers, addressing their inquiries, providing service, and a high level of customer support to maximize customer satisfaction. This position is 100% remote, ideal candidates will live in the provinces of Alberta, Saskatchewan, Manitoba or Ontario. 

 

JOB RESPONSIBILITES:

  • Enter orders that are submitted by customers via email or by phone
  • Ability to escalate any issues that require additional organizational support
  • Follow up with warehouses to ensure all shipments have shipped in a timely manner
  • Support the commercial teams and run reports when due or as requested
  • Answer customer inquiries via email or phone regarding tracking details
  • Monitor open orders daily to ensure all available product gets shipped based on customer requested delivery date
  • Support Finance when customer proof of deliveries are needed
  • Process returns for customer when there is a complaint filed in the field
  • Handle allocation for products that are in short supply
  • Support quarterly audit by working directly with Auditors and Finance Team
  • Manage returnable tote program for the Canadian business
  • Work with marketing team on outbound sales initiatives with growers and retails
  • Work with customer focus marketing manager on strategies and tactics to improve UPL’s customer experience
  • Assist in the development of the virtual sales rep portion of this position
  • Provide support to US Customer service team when available and as needed
  • Work with the Canadian Leadership Team on projects to maximize customer satisfaction and engagement

REQUIRED EDUCATION AND EXPERIENCE:

  • GED required, Bachelor’s degree preferred in business, communication, or a related field  
  • 3 + years’ experience in Customer Service preferred
  • SAP Experience preferred
  • Able to handle large volume of orders (100+ per day)
  • Knowledge and experience with Microsoft 365 office, including Excel
  • Strong time management skills and ability to multitask and prioritize workload
  • Excellent organizational skills and the ability to prioritize task appropriately
  • Strong attention to detail
  • Strong oral and written communication skills and the ability to present professionally via phone and written communication methods.
  • Works well within a team environment

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

Indirect Reports: 0

 

UPL COMPETENCIES: 

  • Adaptability & Resilience: Recognizes and is open to changing circumstances and alters behavior and scales up as necessary; increases personal awareness and appreciation of individual and cultural differences to create an open, inclusive, and accepting workplace.
  • Entrepreneurial Mindset: Has a creative mindset and ability to think holistically, takes calculated risks and maximizes opportunities.
  • Results Orientations: Takes action, pursues goals with persistence and achieves results; communicates goals and vision to the team to drive enthusiasm and ambition.
  • Execution Excellence: Enhances the speed of execution and builds efficiency in processes, systems and people; has sharp focus on quality-orientation.
  • Strategic Orientation: Demonstrates knowledge of the social, economic, and environmental factors and how they impact the business. Identifies key issues that could impact the business and develops strategy through an analytical lens / design thinking.
  • Building Teams and Talent: Empowers colleagues through knowledge sharing and delegation, quickly establishing rapport; provides recognition for achievements and accomplishments.
  • Customer Centricity:  Understands the customer needs and pain points, fulfills the needs and expectations by focusing on creating value for customers.

 

TRAVEL – Up to 10% of the time

 

We are one team, for maximum impact. One team with shared goals. We all play for the team and no one plays against the team. We have a laser-like focus on what our customers need and want, on anticipating their future needs and on how we can create innovative solutions and experiences for them. #UPLJobs

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