Customer Care Associate

Job Description

At Caldic we are continually developing our capabilities, and we strive to become better every day, with the goal to build long-term relationships. To add value to our company, and to our inspiring solutions we are currently looking to add to our team. Are you a natural leader with a proven track record in the industrial market? Do you have the drive to succeed in a moving fast forward company? Then we are looking for you!

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Position function:

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Reporting to the Supply Chain Supervisor the individual will be responsible to receive and process customer orders, inquiries, concerns to provide outstanding client service and satisfaction.

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Scope :

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This position provides a full spectrum, on-going day-to-day Customer Service activities. The position is responsible for providing a consistent customer experience, from order entry, order fulfillment coordination, providing necessary product and regulatory information to customers, solving customer problems to providing sales support. The position will work closely with all areas of the business to support the US business for Caldic.

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MAJOR TASKS AND DUTIES:

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• Responsible to answer phones for Chicago regional office as first point of contact
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• Receive and input customer orders into the internal computer system; will receive orders by email, phone and occasionally fax and also invoice commission orders
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• Provide prompt and continuous follow up to Customer and Sales team to ensure delivery commitments are met; Receipt of order confirmations to be sent to customer
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• Deal directly with customers by telephone and/or electronically to provide information regarding product availability, confirm pricing previously determined by CDM, specifications and estimated time/date of delivery
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• Responsible to send regulatory technical document packages to customers as per the request
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• Maintain professional contact with external customers at all times
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• Proactively contact existing customers to inquire about potential upcoming orders based on specific order history
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• Respond promptly to customer inquiries; handle and resolve customer complaints and issues
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• Support CDM’s with coordinating customer sample requests, help to set up customer contracts as well as quotes and quarterly pricing
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• Schedule transportation for customer orders and follow up to confirm delivery
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• Support Accounting Team with any finance requests related specific customers
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• Assist with specific customer contract requests as required to communicate pricing directly to customer
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• Responsible to update customer information (i.e. contact information, customer product Identifications, etc.)
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• Record details of inquiries, comments and/or complaints and develop steps necessary to resolve issues, ensure the CDM’s are informed about issues and resolution
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• Actively work with other departments to ensure customer excellence; production, shipping and replenishment
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• Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.
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• Responsible for following Food Safety and Quality requirements as per Prerequisite programs, HACCP plans, CCP monitoring and SQF code.
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KNOWLEDGE/SKILLS AND EXPERIENCE:

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• Post-secondary education, college diploma or equivalent experience and proficiency
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• Customer Care/Service experience or equivalent, minimum 2 years.
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• Experience in the food industry is considered an asset
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• Must have strong interpersonal and multi-tasking skills
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• Must be strong relationship building skills
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• Must have intermediate computer skills (MS Word, Outlook, Excel)
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• Must have strong communication (Verbal and Written) skills
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CORE COMPETENCIES:

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Priority setting:

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• Spends his/her time and the time of others on what’s important
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• Quickly zeros in on the critical few and puts the trivial many aside
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• Can quickly sense what will help or hinder accomplishing a goal
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• Eliminates road blocks
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• Creates focus
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Action Oriented:

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• Enjoys working hard
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• Is action oriented and full of energy for things he/she sees as challenging
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• Not fearful of acting with a minimum of planning
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• Seizes more opportunities than others
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Integrity and Trust:

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• Is widely trusted and is seen as a direct, truthful individual
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• Can present the unvarnished truth in an appropriate and helpful manner
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• Keeps confidence
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• Admits mistakes
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• Doesn’t misrepresent him/herself for personal gain
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Composure:

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• Is cool under pressure and can handle stress
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• Does not become defensive or irritated when times are tough
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• Is not knocked off balance by the unexpected
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• Doesn’t show frustration when resisted or blocked
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• Is a settling influence in a crisis
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Patience:

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• Is tolerant with people and processes
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• Listens and checks before acting
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• Tries to understand the people and the data before making judgements and acting
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• Waits for others to catch up before acting
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• Sensitive to due process and proper pacing
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• Follows established processes
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Customer Focus:

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• Is dedicated to meeting the expectations and requirements of internal and external customers
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• Gets first-hand customer information and uses it for improvements in products and services
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• Acts with customers in mind
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• Establishes and maintains effective relationships with customers and gains their trust and respect
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Informing:

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• Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization
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• Provides individuals information in a timely fashion so that they can make accurate decisions
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Problem Solving:

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• Uses rigorous logic and methods to solve difficult problems with effective solutions
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• Probes all fruitful sources for answers and doesn’t stop at the first answer
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• Can see hidden problems
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• Is excellent at honest analysis
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About us

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At Caldic we value our team spirit, built on strong relationships and open communication. You will be part of a community where you can always get support from experienced colleagues. At the same time, we encourage an entrepreneurial mindset: you have the freedom to act and take initiative to bring your ideas to life. At Caldic we want to give everybody the opportunity to make a difference.

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Everyday hundreds of thousands of people around the world are in touch with a food, pharma, personal care or industrial product that has been handled with care by Caldic. At Caldic we are the linking pin, connecting people, products and solutions for a better world. But we go beyond connecting to ensure we deliver on our business partners' requirements for added-value R&D, manufacturing and packaging solutions, while minimizing the environmental impact. This makes Caldic the partner of choice in innovative and sustainable solutions in life science and specialty chemicals. Our tagline ‘Because we care' underlines our commitment to our people, our business partners and our planet. On a daily basis around 1200 Caldic employees go the extra mile to deliver value-add solutions. Caldic is present in 19 countries in Europe, North America and Asia Pacific. For more information, please visit

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Caldic Canada Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon: Age, Citizenship, Colour, Family Status, Gender (including pregnancy, childbirth, or related medical conditions), Gender Identity or Expression, Marriage and Civil Partnerships, Physical and/ or Mental Disabilities, Political Belief, Race, Religion, Sex, Sexual Orientation, or other applicable legally protected characteristics. Accommodations are available upon request for any candidate and/ or employee.

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