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Global Account Coordinator

Posting ID:     17880
Position Type:   Temporary, Full Time
City:   Vancouver, BC
Location:   Corporate Head Office, Vancouver

 

Who We Are:

 

At Canfor, we know wood-based products can build a better world, whether it’s a component in your smartphone or skyscrapers built from wood. We founded our entire company on that idea. Because, we know that wood-based products are sustainable and the opportunities to innovative have only just begun.

 

We know when managed responsibly, the forest is everlasting and Canfor is committed to using virtually 100% of every tree for lumber, pulp, paper, and renewable energy—so nothing goes to waste.

 

You can find Canfor products in every corner of the globe. We’re especially excited by the innovative ways some of our customers are using our products. We know that the work we all do at Canfor today will shape what the world looks like tomorrow. Whether that means building a house or a skyscraper, using paper instead of plastic or learning something new from a colleague down the hall or around the globe. We know not everyone thinks about their impact on the world but at Canfor, we do.

 

POSITION SUMMARY

 

The Global Account Coordinator (GAC) is a pivotal role as it pertains to Canfor delivering superior customer experience.

 

The Global Account Coordinator is responsible for collecting, entering and processing customer orders from global markets. The Global Account Coordinator is front facing with the customers/agents/overseas offices managing customer requirements including administrative functions associated with tracking orders, managing order changes and dealing with feedback/claims. The position will work collaboratively with global customers as well as outside sales, Fiber United, agents, overseas offices, finance, billing and supply chain to ensure the effective delivery of customer service.

 

KEY RESPONSIBILITIES 

  • Work with Sales/Fiber United/agents/customers/overseas office to manage customer forecast
  • Gather monthly pricing and manage upload process (Edge Ask work bench)
  • Receive orders directly from customers and process orders in the system
  • Review orders entered by offshore offices/Fiber United/agents and obtain approval from outside sales when required
  • Process and manage orders process including sourcing from the various mills and reloads
  • Work with Sales and Supply Chain to manage abnormal demand from customers
  • Final quote review and creation of orders in the ERP system
  • Review Available for Sales (AFS) list and proactively follow up with customers on orders
  • Monitor available credit/payment/LCs in advance of planned ship dates to ensure smooth order execution process; interact with the credit department when credit limits need to be reviewed
  • Manage order status and late order files
  • Manage and process order changes through order change portal
  • Work with internal departments including Operations, Supply Chain, Billing and Finance teams to ensure customer requirements are communicated timely
  • Monitor and track orders with focus on on-time delivery; utilize a variety of tools including Late Order report and ETA tracking report for in-transit shipping, etc.
  • Make status changes in the system prior to shipment where eligible / required due to customer needs   
  • Proactively identify and anticipate customer requirements, expectations and needs
  • Address queries from customers on order files
  • Receive and manage feedback/claims from customers including discrepancies, product quality, shipment diversions, etc.
  • 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
  • Work with master data group to ensure customer master data and item master data are up-to-date timely
  • Support outside sales group in completion of contracts; liaise with legal group when necessary; provide documented contracts to Finance well in advance of expiry for set up in Advanced Pricing
  • Work with IT and project support teams, performing system testing when required
  • Maintain strong lines of communication with internal departments to support organization’s sales, purchasing, supply chain, inventory management and overall operating functions
  • Perform other duties and responsibilities as requested and provide support to colleagues as needed    

 

REQUIRED SKILLS AND 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

     


Hiring for this position is ongoing and will be filled as required. To be considered for this position, please apply today.

In order to be eligible for this position, you must be legally entitled to work in Canada for our company.

There has never been a better time to join the Canfor team and become part of the modern forest industry. We have a wide range of rewarding careers in some of the best communities in North America, with plenty of room for advancement. Our mills are modern, high-tech and safe; and our marketing and sales activities are world-class. We offer competitive compensation and benefits packages, and are committed to the professional development of our employees.

Follow us on LinkedIn, Twitter, and Facebook for Canfor news, career opportunities, and upcoming events!

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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