Customer Service Representative - Agricultural Solutions

About the role

BASF Agricultural Solutions is hiring a Customer Service Representative in Regina, Saskatchewan, to join its Agricultural Solutions team. The role covers complex order-to-cash and commercial support for business customers, and is distinct from a consumer-facing call center.

Key responsibilities

• Manage assigned customer orders and inquiries across the order-to-cash process, from order receipt through delivery and billing, validating customer, product, quantity, pricing, availability, plant, delivery, transportation, commercial-program and purchase-plan requirements.
• Investigate and resolve order, delivery, pricing, billing, credit/debit, return and system exceptions by coordinating corrections with customers, Sales, Supply Chain, warehouses, logistics providers, Finance, Credit, Tax, Master Data, Quality and IT, and escalating approval items with full supporting information.
• Handle product-quality complaints and non-conformances, including NCM creation, customer and Sales follow-up, return requirements, pickup coordination, replacement or credit processing, documentation and closure in the applicable systems.
• Monitor customer commitments and assigned work through reports, trackers, shared mailboxes, portals and system worklists, validate data integrity, follow up on open items and give accurate status updates.
• Contribute to process improvement and digital transformation through user testing, issue documentation, feedback, automation, templates, reporting tools and adoption of approved digital solutions.
• Maintain procedures, templates and reference materials, share knowledge, train new Customer Service Representatives, contractors, co-op students and colleagues, and take part in customer visits, business events, projects and training.
• Serve as the primary point of contact for assigned strategic channel partners such as distributors, wholesalers and retailers, working closely with Sales and cross-functional teams.

Required profile

• Post-secondary diploma or certificate in Business Administration, Supply Chain Management, Commerce, Agriculture, Agribusiness or a related field; a bachelor's degree in Business Administration, Supply Chain Management or a related field is an asset.
• At least three years of experience in customer service, order management, supply chain, logistics or commercial operations, including two years with order-to-cash processes in SAP; agricultural industry experience is a strong asset.
• Knowledge of the Canadian agricultural industry, distribution channels, customer programs and distributor business practices is an asset.

Required skills

• Working knowledge of order-to-cash and supply chain processes, including order management, pricing, delivery, warehousing, billing, returns and credits, and experience with ERP systems, CRM platforms and ordering portals.
• Proficiency with Microsoft 365 (Excel, Outlook, Teams, Word), including reporting, data analysis, discrepancy investigation and accurate financial and quantity calculations.
• Strong analytical, problem-solving, planning, negotiation and communication skills, and the ability to prioritize work, meet seasonal deadlines and work with limited supervision.