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Credit Manager

Reports to: Chief Financial Officer
Status: Full-time
Location: 6111 – 91 Street NW, Edmonton, AB T6E 6V6

Function: The Credit Manager will be responsible for all aspects of credit and accounts receivable.  The Credit Manager position is accountable for the entire credit granting process, including the consistent application of a credit policy, periodic credit reviews of existing customers, and the assessment of the creditworthiness of potential customers, with the goal of optimizing the mix of company sales and bad debts.

Principle Duties and Responsibilities:

• Maintain the corporate credit policy and recommend any required changes in the credit policy to senior management
• Maintain a department organizational structure sufficient to meet all goals and objectives
• Assume ownership and take full responsibility for the credit function
• Lead and motivate the credit and collections staff, including ongoing training, preparation of performance assessments and annual staff reviews, regular functional area communications and consistent application of Company policies and procedures.
• Credit analysis and reporting, including measuring and managing department performance with appropriate key performance metrics, and preparation of regular reporting to senior management.
• Monitor and where required, create or update the credit scoring model
• Oversee the credit terms approval and process, including acceptance or rejection of staff's credit recommendations, management of customer credit files and timely assessment of credit limit adjustments using customer reporting history and trends.
• Personally investigate the largest customer credit applications
• Personally visit the largest customers to establish relations
• Personally handle substantive problem matters and/or accounts that arise on a timely and efficient basis.
• Negotiation of collections matters with customers as well as contracts with collection agencies, insurance providers, credit card companies and reporting agencies
• Manage relations with collection agencies to best maximize company resources
• Manage relations with credit reporting agencies, including requests for credit reports from outside credit agencies in a timely and cost-efficient manner
• Manage relations with credit insurance providers
• Manage relations with the sales department
• Manage credit card services companies, contracts and relationships
• Monitor ongoing credit reviews
• Monitor deductions being taken by customers and reconciliations
• Manage the application of late fees
• Manage the corporate financing program
• Ensure daily cash and check receipts are deposited on a timely basis.
   

Communicates with:

• All level of staff with emphasis on Customer Service Centre, Sales Staff and Senior Management.
   

Personal Characteristics Required:

• Demonstrated aptitude for managing and sustaining client relationships
• Ability to manage and motivate a high performing collection team
• Adaptable to change with the ability to lead their team through changes
• Very attentive to details and well organized
• Skillful written and verbal communication skills within and outside of the organization
• Strong negotiation skills
• Results orientated problem solver with the ability to both identify problems and implement short term and long term solutions
• Strong leadership skills
   

Education:

• Bachelor’s Degree in Finance, Accounting, or Business Management or equivalent.
• National Association of Credit Management member is an asset.
   

Experience and Skills:

• Minimum five years of relevant credit/collections experience with a medium sized Company.
• Background in corporate credit/collections, banking, or finance as well as a history of accomplishments in the field from strong negotiation skills to detailed reconciliation of results.
• Microsoft Excel and Office Suite proficiency required.
   

Working Conditions:

• Office Environment, some overtime and travel may be required.  Team atmosphere.

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Customer Experience Vision Team Lead

Reports to: Customer Experience Manager

Status: Full-time

Location: 6111 – 91 Street NW, Edmonton, AB T6E 6V6

Function: This position is responsible for mentoring, coaching and motivating their team to reach and exceed objectives and drive results, while generating sales through new and existing customers. The Customer Experience Team Lead role will be to increase market share while promoting and marketing all products distributed by Ennis Fabrics through targeted markets in a manner to understand and meet customer’s expectations. The Customer Experience Team Lead is a polished professional who promotes and contributes to the overall profitability of the company.

Principle Duties and Responsibilities:

Team Development

• Assist to coach team members to build and promote a positive rapport with all customers in both the sales opportunity as well as dealing with customer problems or complaints in a timely and professional manner.
• Coach and mentor team members to exceed customer expectations.
• Work with Customer Experience Manager/Supervisors and peer(s) to implement team goals and objectives to contribute to ensuring overall functional area goals are met.
• Implement initiatives to promote team spirit and having fun to create a cooperative team environment.
• To be a product knowledge resource to support the Customer Experience Team members regarding suggested fabrics, supplies and finished products
• This will require significant self-study, online training and coordination with Product Management and Sales
• Assist in developing and improving processes to maintain the highest level of customer satisfaction and accuracy.
• Monitor service levels and assist in queue when required

Sales Related Activities:

• Responsible to continually increase sales and market share while contributing to the overall profitability of the company.
• Responsible to build and promote a positive rapport with all the customers in all capacities; opportunities, customer issues, challenges and questions and responses required in a timely and professional manner.
• Responsible to be prepared in all sales/business meetings and presentations as per the Ennis Sales process.
• Responsible for learning and becoming familiar with Ennis’ policies, procedures and processes.
• Aid Ennis Fabrics targeted inventory metrics by promoting clear outs and slow moving items, on a regular basis.
• Ability to manage selling opportunities and follow through on them while applying up-selling and cross selling techniques as well as SPIN selling methods and skills.
• Provide customers with product knowledge throughout the sale, which should include but are not limited to new and discontinued items, specifications, cleaning & FR codes, trends, price, durability and suitability for all applicable applications.
• Responsible to learn and share product knowledge on all new & existing product lines while understanding competitive products offered by competitors in the marketplace.
• Negotiate Pricing: Standard pricing, price levels and contract pricing to promote sales and profitability.
• Maximize sales while keeping expenses to a minimum (within budget guidelines).
• Ability to manage and maintain proper planning procedures and execute all in-call objectives and priorities.
• Participate in required trade shows to promote product lines and Ennis in a professional and polished manner.
• Responsible to maintain customer sample books which would include introducing and presenting new patterns, removal of cancelled patterns, keeping up to date pricing and overall sample presentation in an appealing manner.
• Responsible to plan and execute a well-balanced call cycle to ensure full territory management. Successful coverage should consider size of account (Classification A,B,C) buying habits and competition. Must maintain a minimum of 8 to 12 week call rotations and a daily average of 25 to 45 calls per day.
• Ability to manage and allot time appropriately and accordingly to the Sales Professionals assigned territory and key accounts.
• Responsible to pursue and maintain on-going training opportunities that will enhance the sales reps ability to sell and remain competitive in the marketplace.

Business Acumen Responsibilities:

• Business Planning – Ability to create and modify the Sales Professional’s business plan for greater efficiency and success.
   

Administrative Responsibilities:

• Ability to organize and report information in CRM (when our new ERP goes live).
• Responsible to complete and submit reports to appropriate departments in a timely manner.
  • Yearly Reports: Provide proposed yearly schedule outlining call cycle territory coverage objectives.
  • Participate in annual sales budget.
  • Weekly: Activity Report and Key Account Profiles and updates (WAR and KAP).
  • MMIR Reports – Submit by the 15^th of each month (including reports as required)
• Responsible to participate in planning sample allotment for direct shipping to customers.

Account/Collection Responsibilities:

• Responsible to qualify potential customers and set up new accounts, collect required credit information and complete credit application and forward to office.
• Responsible to assist Credit Department in collecting outstanding accounts in a timely and professional manner.
• Inform the Credit Department of any and all developments that may affect the customer’s ability to pay in a timely and professional manner.

Communicates with:

• Customers, Customer Experience team members, Customer Experience Manager and Supervisor, Regional Sales Managers, VP of Sales & Marketing, All functional areas and other Sales Professionals.

Personal Characteristics Required:

• Open – minded and adaptive to change.
• Professional with a business development focus.
• Strong interpersonal skills and customer service skills.
• Ability to effectively manage time and goal oriented.
• Excellent listening skills and ability to problem solve and provide solutions.
• Committed to building rapport and trusting relationships.
• Strong ability to build, maintain and support the Ennis brand.
• Strong written/verbal communication skills, must have the ability to do presentations.
• Highly self-motivated and pro-active – ability to work independently.
• Curious and interested to learn the customer’s business and to understand issues and opportunities.
• Adaptable and ability to contribute ideas for improved performance and processes.
• Ability to maximize on selling opportunities.

Education:

• Minimum Grade 12 Education.
  • Preferred secondary education in Sales or Marketing
• Basic Computer skills including e-mail (preferably Outlook), Word and Excel.

Experience and Skills:

• Customer service experience necessary
• Some data entry experience

Working Conditions:

• Office environment
• Some travel may be required for trade show support
• Variable hours of work

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Credit Support Administrator

Reports to: Credit Manager
Status: Full-time
Location: 6111 – 91 Street NW, Edmonton, AB T6E 6V6
Function: This position is responsible to complete the company’s daily deposit, set up new customer accounts for the receivable department.
 

Principle Duties and Responsibilities:

• Responsible to enter new customer account information into the system in an accurate and standardized format.
• Responsible to fax out requests for credit checks on new account applications.
• Responsible to enter profile changes to customer accounts.
• Set up website user access for customers.
• Update credit card information in Moneris.
• Responsible to track new credit application status and provide updates to Sales Reps.
• Maintaining accounts receivable in manual and electronic formats.
• Open cheque return envelopes and photocopy customer payments received.
• Responsible to balance and complete daily deposits.
• Process daily mail within the credit department.
• Process daily credit card transactions.
• Distribute faxes received on the accounting fax.
• Responsible for investigating delivery address discrepancies.
• Filing.
• All other duties as assigned

Communicates with:

• Customers, Customer Experience team members, Customer Experience Manager and Supervisor, Regional Sales Managers, VP of Sales & Marketing, All functional areas and other Sales Professionals.
   

Personal Characteristics Required:

• Strong organizational skills.
• Adaptable and multi-task.
• Self-Motivated.
• Ability to work well with numbers.
• Excellent attention to detail.

Education:

• Grade 12

Experience and Skills:

• Good computer skills; data entry
• Accounting experience an asset
   

Working Conditions:

• Office environment
• Fast paced work environment

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Temporary Bilingual Customer Service Representatives (French & English)

Reports to: Customer Experience Supervisor
Status: Temporary 6 - 8 month contract
Location: 6111 - 91 Street, Edmonton AB
Shift: Monday - Friday - 8 Hours per day

Principle Duties and Responsibilities:

• Respond to inbound calls and assist with general customer inquiries
• Resolve customer concerns while maintaining a positive and professional conduct
• ​Perform customer service requests electronically or on paper

​Order Management:

• Recognizing that servicing our customers is priority one. Interacting and order processing via such channels as Telephone, Fax, Email or Web in a polite, courteous manner.
• Process orders accurately, advising customers of stock, price, delivery date, order totals, shipping dates, location of goods, advise if stock is in “pieces” and back order status.
• Maintain accurate and updated information for customer accounts by verifying all necessary customer information.
• Provide assistance and support to customers in gaining access and navigating the website.
• Trace shipments.
• Process returns and issue credits as per J. Ennis Fabrics policy.
• Educate customers on current promotions.
• ​Respond and address all intercompany related inquiries in a professional and timely manner.

Service Levels:

• 70/30 – Our goal is to answer all calls quickly and efficiently within 30 seconds.
• Answering telephone calls to meet our service level take priority over all other duties and assignments.
• Ensure to adhere to break schedules to support service level management.
• ​Work within the guides of the Call Quality metrics ensuring call branding.

Other Duties:

• Transfer calls to other individuals or departments in the company, advising the caller of direct numbers where appropriate.
• Survey customers when prompted.
• Check Customer Service Center voice mail when assigned.
• Accurately record your work status with the appropriate AUX code and ACW code as per J. Ennis Fabrics policy.
• Recognize that we are a part of a larger team, will assist other departments as directed when time allows. This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry or other miscellaneous duties.
• Attend training sessions and team meetings, to support continues learning of Ennis Ltd. products and services.

Communicates with:

• Customers, Sales Professionals, other CSC Representatives, Credit Department, Purchasing, Warehouses, Customer Service Assistant Manager, Customer Service Manager.

Personal Characteristics Required:

• Friendly
• Polite
• Courteous
• Ability to Multitask
• Organizational Skills
• Tidy
• Patient
• Empathetic
• Good attention to detail
• Ability to problem solve
• ​Ability to take responsibility

Education: Grade 12

Experience and Skills:

• Customer Service Experience
• Typing/Computer Skills
• Proven skills in multi-tasking, problem solving and decision making within a high volume, fast paced environment.
• Demonstrated ability to work co-operatively in a team setting.
• ​Excellent communication skills both verbal and written

Working Conditions:

• Fast Paced
• Structured Environment
• Dayshift/Weekdays only
• Able to sit at a desk for extended periods of time
• Office/Call Centre Environment
• ​Close vicinity to Co-workers and Supervisor

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Order Picker/Packer (Certified)

Location: Mississauga, ON.

Position Responsibilites:

• Receive and store product.
• Process returns.
• Perform general warehouse maintenance.
• Pick, pack and release orders.
• Ensure order accuracy.
   

Minimum Job Requirements:

• Certified on Order Picker
• High school diploma or equivalent.
• Desire to work in a fast-paced, organized and positive environment.
• Able to lift up to 70 lbs.
• Attention to detail.