Customer Service Representative



Founded in 1964, Cascades produces, converts and markets packaging and tissue products that are composed mainly of recycled fibers. The Company employs 11,000 employees, who work in more than 90 production units located in North America and Europe. With its management philosophy, half a century of experience in recycling, and continuous efforts in research and development as driving forces, Cascades continues to deliver the innovative products that customers have come to rely on.


The Tissue Group, a division of Cascades, is the second-largest tissue producer in Canada and the fifth-largest in North America. The Division manufactures, converts and markets a huge selection of paper products, such as hand towels, bathroom tissue, facial tissue, napkins, paper towels, wipers and dispensers for the North American away-from-home and consumer products markets. The Group has more than 2,200 employees and operates seven manufacturing plants, nine conversion plants and four plants with both manufacturing and conversion facilities.

Your challenge!

We are looking for an energetic and motivated customer service professional to join our expanding team!! The position will support our business customers/distributors and sales staff. The incumbent will require a high level of communication, computer proficiency, and being able to adapt to varying circumstances. 

Job Responsibilities

  • Assure quality customer service and promptly handle requests 
  • Respond to complaints in a diligent and professional manner
  • Enter client order and respect set deadlines
  • Serve as resource between clients and the mill/shipping 
  • Prepare purchase orders based on client specs and requirements, keeping in mind equipment limitations, schedules, and product availability, and transportation needs
  • Control inventory levels, delivery dates, and all other order specific requirements
  • Perform other related duties as assigned


High School Diploma

Required Experience & Skills

Three years of prior customer service/account management/sales experience  

Proficient in Microsoft Excel and Word

Excellent interpersonal and communication skills

Strong organizational skills and attention to detail

Ability to prioritize and multitask

Desired experience

Associates Degree in Communications (or relevant field) is preferred

Manufacturing/Logistics environment and experience with SAP is a plus

Core competencies defined for this job

Action-based focus

Active listening



Flexibility and ability to adapt


Business Objectives Alignment

Support his manager in fulfilling the mandates of his department so as to attain business objectives

Operational Excellence

Apply procedures and standards regarding customer service

Document his client files according to established processes and comply with business rules regarding customer service

Follow up on activities carried out with business partners and clients

Ensure product availability

Take action and escalate problematic situations when necessary

Human Resources

Take the initiative to develop his or her skills

Health & Safety

Comply with the safe work standards in effect

Promote sound occupational health and safety management

Corporate Responsibility and Governance

Carry out activities in an ethical manner and respect Cascades' culture

Make sure projects comply with the standards, regulations and procedures in effect

Client Focused and Innovation

Build and maintain professional relationships with his clients and business partners

Participate in his team's continuous improvement and innovation initiatives

Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.

Use of the masculine in our communications refers equally to both men and women.

Cascades Canada ULC
Full time
Waterford, NY 12188, US