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Bilingual Customer Service Representative

3 months ago

Montréal QC, Canada AppleOne Employment Services Full time

Bilingual Customer Care

St-Regis | Dorval, Quebec H9P 1H6

$45,000 to $50,000

Benefits and Vacation

Plus bonus

Reporting to the Customer Care Supervisor, the Customer Care Associate – Order Delivery Champion will ensure exceptional customer care through the support, service and championing of our customer’s requirements within the organization while also providing sales and operational support by liaising with current customers and responding to new customer enquiries.

In this role the individual will be responsible for providing and ensuring a positive and superior customer experience, coordinating and problem solving order fulfillment activities as required with other Teams. As a customer’s key contact, you will be responding to customer requests, actioning and coordinating activities, sourcing and providing requested information and solving customer issues. You will support the building of profitable sales through positive customer relationships, proactively addressing sales, business and customer requirements and following up on new account enquiries. The position will work closely with Sales, Replenishment, Shipping, Production and the Finance teams.

Major tasks and duties:

  • As part of the Customer Care Team and in conjunction with the Customer Care Order Entry Champion, you will ensure all orders are entered accurately and timely.
  • Champion all issues with orders to ensure prompt resolution and sales order confirmation.
  • Follow up on orders not shipped or picked up by customers.
  • Provide spot commodity pricing to customers as requested.
  • Respond promptly to customer enquiries on product technical specifications, samples, pricing, C of A’s, general regulatory documents, etc.
  • Handle and resolve customer complaints and issues, escalating items to appropriate teams within the organization and through the Service Improvement Request Form system as required.
  • Follow up with Sales and customers on overdrawn, underutilized and inactive floor stock agreements.
  • Resolve invoicing and delivery discrepancies with customers, enter and coordinate returns when approved.
  • Action New Customer startups, orientations and ensure that customers are satisfied with company products and services
  • Update customer information in SyAcc; contact information, customer product codes and their mapping to codes, initiate new customer location codes, etc.
  • Coordinate order shipment from third party warehouses and drop shipments from suppliers as required.
  • Match and file proof of deliveries with corresponding customer purchase orders.
  • Complete all other duties as assigned by Supply Chain Director/Team Lead
  • Ensure compliance with all health and safety regulations, GMP’s and HACCP requirements.

Knowledge/Skills & Experience:

  • Post-secondary education and or a Certified Customer Service Professional
  • Minimum 2 years of experience as a customer care/service role in a fast paced environment.
  • Food science background/industry experience and inside sales experience preferred.
  • Strong follow up, problem solving and decision making skills.
  • Must have strong communication (verbal/written), interpersonal and multi-tasking skills

POSITION DESCRIPTION AND REQUIREMENTS

  • Excellent computer skills (MS Word, Outlook, Excel), and proficient with ERP and WMS systems.