Bilingual Client Experience Associate

2 weeks ago

Vaughan, Canada CaesarStone, Ltd. Full time

Position is responsible for customer service, inventory/stock verifications and management along with other administrative duties. Responsible for ensuring orders are processed and fulfilled. Main responsibility is to assists all customers - internal and external in a friendly and expeditious manner and educating customer on alternative available material as required.

Key Responsibilities:

  • Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes
  • Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution
  • Troubleshoot issues within the customer service process
  • Share successes and foster an atmosphere of success
  • Assist with complex invoice requests and order entries
  • Coordinate RMA requests and facilitates scheduling
  • Escalate outstanding credit holds with Credit team
  • Liaise with Sales Team to ensure orders are fulfilled
  • Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary
  • Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
  • Work with cross functions in regional offices to facilitate transfers and escalate problems/concerns
  • Escalate any capacity issues with Distribution Center Manager
  • Determine open order requirements and prioritize unloading of containers
  • Manage open order requirements and pull/push inventory from other branches as required
  • Input all sales orders taking the process from order entry to ick release
  • Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
  • Print delivery notes for the Warehouse Team once pick release process is complete and reconcile daily
Requirements
  • Bilingual in both French and English
  • Post-secondary education (college/university) or equivalent combination of education and experience
  • 2-4 years related experience
  • Strong customer service and troubleshooting skills
  • Exceptional conflict resolution, negotiation, and objection handling skills
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
  • Able to effectively communicate both verbally and in writing
  • Able to work well under pressure
  • Proven data entry, data editing and typing skills along with proficiency in Excel and all MS Office Suite
  • Professional appearance and manners
  • Demonstrated experience analyzing and resolving customer service and client issues
  • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
  • Able to respond quickly in a dynamic and changing environment
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
  • Able to build and maintain lasting relationships with corporate departments, key business partners, and customers

Working Conditions:

  • Manual dexterity required to operate telephone, computer, and peripherals.
  • Interacts with employees, management, and the public at large.
  • Overtime may be required
  • Lifting or moving up to 10lbs may be required

Caesarstone is an equal opportunity employer committed to diversity and inclusion.We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion. Caesarstone Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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