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Représentant service clients/Customer Service Representative
3 months ago
Description du poste
Nous sommes à la recherche d'un nouveau membre dynamique et orienté vers les résultats qui s'efforcera de répondre aux besoins de nos clients et de faire en sorte que chacun d'entre eux se sente valorisé. Vous gérerez les demandes de commandes de nos clients à partir de nos centres de distribution, aux côtés d'une équipe de spécialistes bilingues dévoués et professionnels.
Voici un aperçu de vos tâches quotidiennes :
- Analyser les commandes et les comptes des clients afin de leur proposer la solution optimale pour leur faire gagner du temps et de l'argent ;
- Traiter les commandes des clients reçues par téléphone, courriel, télécopieur et commandes en ligne, pour les marchés canadien et américain ;
- Gérer les transactions d'inventaire et les demandes logistiques en utilisant divers systèmes et outils logiciels ;
- Répondre aux demandes de nos clients et de notre équipe de vente sur la disponibilité des produits et recommander des alternatives et des solutions basées sur leurs besoins ;
- Assurer le suivi auprès de nos clients pour les commandes en souffrance qui n'ont pas été enlevées ;
- Travailler avec l'équipe des ventes et du marketing pour coordonner les dates de livraison des produits à nos clients.
Une journée dans la vie
En tant que coordonnateur des commandes client, votre journée commence en vous rendant disponible pour les appels entrants. En général, les appels téléphoniques de notre réseau de concessionnaires représentent jusqu'à 20% d'une journée de travail typique. Les demandes restantes sont des tickets soumis par e-mail à notre équipe pour être traitées selon le principe du premier arrivé, premier servi. Plus vous avancez dans votre journée, plus vous collaborez avec vos partenaires internes : Transport, Distribution, Production et Ventes (pour n'en nommer que quelques-uns). Cela contribue à accroître votre connaissance de nos processus internes, de nos produits et finalement à préparer votre croissance professionnelle future au sein de l'entreprise. Les moments de calme pendant la journée sont utilisés pour prendre un café, mais surtout pour utiliser nos connaissances des ERP et de la suite Microsoft afin d'améliorer nos processus internes et externes
- Solides compétences en matière de service à la clientèle avec une passion pour le service et l'appropriation de chaque contact avec le client ;
- Excellentes compétences en matière de résolution de problèmes, attitude positive et souci aux détails ;
- Excellent bilinguisme (français et anglais), tant à l'oral qu'à l'écrit (l'anglais est nécessaire pour servir nos clients aux États-Unis);
- Capacité à mener plusieurs tâches de front, à coordonner, à établir des priorités et à assurer un suivi dans les délais impartis ;
- Maîtrise de Microsoft Office Excel et Word ;
- Motivation personnelle et Esprit d’initiative et capacité d'apprentissage rapide ;
- Connaissance de systèmes et logiciels pour les transactions d'inventaire et la logistique (par exemple, Microsoft Dynamics AX), un atout.
