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Account Executive, Pulp Customer Care

Posting ID:     20474
Position Type:   Regular/Full-Time  
City:   Vancouver, BC, Canada 
Location:   Vancouver H/O - Canfor Pulp_1010 (BC20) 


Canfor’s strength comes from the diversity of our skilled and resilient workforce. As our company continues to grow and diversify, so do our career opportunities. Let us take this opportunity to tell you how you could be the best fit for Canfor.  


The Opportunity:

Account Executive is a pivotal role as it pertains to Canfor delivering superior customer experience.


The Account Executive is responsible for managing day-to-day customer relations and requests in addition to collecting and entering customer orders from global markets. The Account Executive is front facing with the customers/agents/overseas offices managing customer requirements including capturing customer demand requests, processing orders, tracking orders, managing order changes and dealing with feedback/claims.


The position will work collaboratively with global customers as well as outside sales, agents, overseas offices, finance, billing and supply chain to ensure the effective delivery of customer service.


Key Responsibilities:

Managing Customer Demand and Orders

  • Work with Sales/agents/customers/overseas offices to manage customer forecast and orders, and capture any changes timely and communicate to internal departments such as supply chain, billing and finance to ensure pro-active steps are taken to meet customers’ demand
  • Review Available for Sales (AFS) list and responsible for following up with customers on orders in the execution months (0-3 months) and processing orders in the system within 24 hours
  • Responsible for providing detailed AFS adjustment recommendations to supply chain if orders exceed forecast quantity to ensure supply and demand are balanced
  • Provide order priorities to supply chain to ensure transportation programs (including source loading, breakbulk, container shipments) commitment and customers’ expectations are met
  • Direct liaison with mill production coordinators on customers’ order files to ensure production and shipping meet customers’ requirements
  • Review and create orders entered by offshore offices (Japan & Korea) to ensure orders details are entered correctly in the system and order quantity is aligned with demand forecast. If any discrepancies, responsible for working with supply chain and mills to find solutions to accommodate customers’ demand
  • Monitor available credit/payment/LCs in advance of planned ship dates to ensure smooth order execution process; work with the credit department when credit limits need to be reviewed
  • Identify unusual buying patterns from the customers and work with sales and supply Chain to manage abnormal demand
  • Ability to identify root causes, and collaborate with cross-functional teams to find solutions to manage customer requests
  • Responsible for managing and tracking order files with focus on on-time shipping and delivery; and anticipate potential issues and find solutions


Managing Customer Relations

  • Ability to build strong customer relationships, maintain trust and act as a trusted advisor
  • Proactively identify and anticipate customer requirements, expectations and needs
  • Work effectively with customers/overseas agents/overseas offices when supply and demand are out of balance to ensure customers’ orders are prioritized and order changes (delay or advance) are communicated to customers timely to ensure customers’ confidence in order execution
  • Communicate effectively to customers on later shipments and late delivery to ensure customers’ expectations are managed and customer needs are met
  • Responsive to customers’ needs and follow through on all aspects of requests, both written and verbal
  • Actively communicate customer demand and trends amongst the internal departments
  • Maintain ongoing communication with the customers/agents/overseas offices to ensure customer satisfaction


Managing Master Data

  • Work with Sales, Finance and Master Data to make sure contract pricing, commission, rebate changes are updated on the Master Price List and uploaded in the system on time to ensure invoicing accuracy, and reduction of adjustments
  • Responsible for capturing new customer details and following up with internal departments to ensure customer profile is set up properly in the system (e.g. legal name, payment term, sourcing matrix, transportation mode, shipping terms, etc.)
  • Responsible for adding/updating item codes to customer master
  • Responsible for setting up certificate of analysis profiles on customer master


Managing Claims and Adjustments

  • Responsible for communicate any feedback from customers to internal departments timely
  • Enter and process customer issues/feedback/claims in the Case Management system
  • Direct and mitigate customer issues internally; connect with outside sales, mills, transportation, finance to resolve customer complaints/claims
  • Ongoing communication with the customers/agents/overseas offices to ensure customer satisfaction


Continuous improvement-Process and System

  • Work with IT and project support teams, performing system testing when required
  • Ability to use system proficiently, and identify any defects and work with IT for solutions
  • Ability to conduct meetings on process review and improvement
  • Perform other duties and responsibilities as requested and provide support to colleagues as needed


Required Skills & Education:

Experience & Specialized Knowledge

  • University degree or diploma in sales and marketing related fields
  • Minimum of two years of customer service experience in a related field
  • Knowledge of pulp production process and global markets
  • Knowledge of pulp product specifications and premium reinforcement pulp characteristics
  • Knowledge of pulp end-to-end business process from planning, production, logistics, transportation to billing
  • Knowledge on order life cycle of different order types
  • Proficient with Microsoft Office products, and working within an Enterprise Resource Planning system preferably JD Edwards Enterprise One


Skills & Ability

  • Strong customer service skills and experience
  • Strong analytical and problem-solving skills
  • Strong attention to details to ensure accuracy for entry and life cycle support of orders
  • Well-organized and able to manage multiple priorities
  • Excellent interpersonal and communication skills and the ability to work effectively in a team environment
  • Ability to handle fluctuating work volumes productively
  • Strong ability to adapt to change and think out of the box


OurTalent Acquisition team is actively recruiting on this role and in order to be considered, please apply today!


At Canfor, diversity means understanding, recognizing and valuing the differences that make each person unique. We see inclusion and diversity as an essential part of our productivity, creativity, innovation and competitive advantage. We strive for a fair and equitable recruitment process, where hiring decisions are based on the individual qualifications and experience of each applicant. 


We are not your run of the mill forest products company, join us and find out why. #canfortalent

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Vancouver, BC

The city of Vancouver is both a natural beauty and a progressive urban centre, a rare place on earth that is idyllic and electric all at once. With one of Canada’s mildest climates, Vancouver is ideally suited for those devoted to outdoor pursuits, health and wellness. Along with its endless supply of fresh air and clean water, Vancouver also boasts countless choices for culturally diverse, world-class cuisine and an inventory of arts and entertainment events. For more information, visit http://canfor.com/our-company/our-communities/vancouver



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