Customer Service Representative

Sector: Publication Papers
Site: QC-CA (Montreal) | HEAD OFFICE
Job Code: 1310
# of openings: 1



A forward-looking and progressive company since its very foundation over a century ago, the Kruger organization is constantly evolving and looking for the best talent for its establishments located across Canada and the US. In addition to its traditional industry sectors where the Company built a solid reputation worldwide, namely pulp and paper, forest products, paperboard and packaging, Kruger Inc. is now active in such diverse sectors as green energy, wines and spirits, tissue products and recycling. Because sustainable development and the responsible use of resources are at the core of its success, several of Kruger’s establishments and practices are certified under the strictest industry standards.


The Customer Service Representative (CSR) is responsible for processing orders and subsequent follow up with customers.  The incumbent acts in a proactive manner to ensure prompt service and solutions to customers.  He/She handles and resolves customer queries in a professional manner.

The customer service representative will report to the Customer Service Supervisor.


The Customer Service Representative (CSR) ensures that orders are received and processed in an accurate and timely manner. The incumbent monitors his/her respective customer orders daily, taking action to resolve any potential issues. This includes but is not limited to; highlighting discrepancies between planned and requested production to the production planner, ensuring order revisions and/or cancellations are processed in an accurate and timely manner, advising customers of potential issues as soon as they are discovered.

The incumbent is accountable for ensuring superior customer satisfaction through continuous customer relationship building, performing sales support duties and through management of customer orders within the order fulfillment process.

The incumbent works in conjunction with our Sales team by performing key support functions and developing opportunities within the existing customer relationships.

The incumbent creates, maintains and distributes monthly reports as requested by customers or management for further analysis and decision making.  

The incumbent reads call reports pertaining to his/her customer base and takes appropriate action through the proper channel be it on their level, production planning, transportation, sales and/or management.

The incumbent also maintains customer database up to date in regards to notes, contacts, and paper specifications (order templates).

The incumbent is expected to keep abreast of any changes to customers, products and new procedures. He/She suggests any potential improvements to the current processes and systems, and participates in any training sessions or projects with the goal of improving the customer experience. The Customer Service Representative updates the standard operating procedures and other related documentation when a change is made or a new process or practice is implemented.

The CSR replaces other members of the department during vacation period.


·       Ensure accurate order entry processing.

·       Work in close collaboration with Sales personnel, Production Planning, Transportation and Marine Coordinators to ensure efficient order processing and delivery.

·       Keep abreast of customer base, including forecast, ordering pattern, specifications and service level requirements.

·       Verify forecast and highlight variances to their immediate Supervisor and Sales personnel, when appropriate.

·       Follow and document department processes and procedures, and provide input and suggestions for potential customer service improvements.


  • College or University degree
  • Minimum of 3 years of experience in a manufacturing environment
  • Experience is dealing with paper products (an asset)
  • Excellent customer service skills
  • Good personal leadership skills
  • Able to work in a fast-paced and multi-task environment
  • Ability to organize, prioritize and work with tight deadlines
  • Strong communication skills
  • Team player
  • Advanced knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
  • Knowledge of JDEdwards or in any ERP system (as asset)
  • Bilingual, both oral and written (English and French)


We thank all applicants for their interest, but only candidates selected for an interview will be contacted. Kruger is an equal opportunity employer.


Previous Applicants:

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