Company Overview
Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. Stella-Jones is headquartered in Montreal, employs 3,000 people across Canada and the United States, and is publicly traded on the Toronto Stock Exchange. To learn more about the company, visit us at: https://www.stella-jones.com/en/inside-stella-jones
Position Overview
The Account Specialist (Customer Service Representative) at Stella-Jones is responsible for providing the highest level customer service to our customers by collaboratively working with Sales team (Sales Directors, Regional Managers, Account Specialists and Sr. Account Specialists). This role is primarily responsible for supporting the Stella-Jones team with quotes, scheduling and order entry and other transactions for our Utility company customers across an assigned region.
This will be either a level 1 or level 2 role based on the candidate's experience and will be hybrid based at our Tacoma Utility Pole manufacturing plant/office. To learn more about our utility pole products you would be supporting (including a 1 minute video overview), visit our product page: https://www.stella-jones.com/en/products/utility-poles
Key Duties:
- Manages quoted customers for assigned region.
- Prioritize incoming emails and tasks in order to meet deadlines
- Proactively communicates pertinent information with cross functional teams and Supervisor as required
- Maintain basic pricing trends within assigned region.
- Works with Sales Support Specialist for Master Data requests
- Communicate with customers primarily via phone and email
- Assist with special projects as needed
Qualifications:
- One (1) or more years of customer service related experience required; Three or more years of customer service preferred
- B2B customer service experience within the wood products industry, another industrial/manufactured products industry, or the utilities industry a plus
- Proficiency in Microsoft Office (including Excel) required
- SAP (or other ERP system) experience a plus
Knowledge, Skills and Abilities:
- Strong organizational skills, proactive attitude with exceptional attention to detail
- Capability to multi-task and work under pressure of deadlines
- Ability to work in a team environment and interface interdepartmentally
- Ability to make sound decisions with minimum supervision and delegates effectively
- Ability to build strong working relationships and have an excellent customer service record
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Compensation & Employee Benefits:
As a Stella-Jones team member, you will have access to excellent benefits and incentives including:
- Competitive starting hourly wage for one of these roles (either Level 1 or Level 2): $20 to 27 an hour
- Annual profit-sharing bonus program (typically paid out in December)
- 401(k) savings plan with generous Company match (150% on the first 4% deferred)
- Comprehensive total benefits package with 3 medical plans to choose from
- Several company-paid benefits including:
- Dental and Vision coverage
- Life insurance and Accidental Death & Dismemberment (AD&D) policies
- Long-Term Disability Coverage
- Access to a robust employee assistance program
- 2 weeks paid vacation and 9 holidays
- Career advancement opportunities
- Ability to purchase Company stock
Equal Opportunity Employer/Veterans/Disabled
