Bilingual Customer Service Representative

4 weeks ago

Toronto, Canada Parts Town Canada Full time

**Bilingual Customer Service Representative (Remote - Hybrid)**

**About Us**

Parts Town Canada, a division of Heritage Food Service Group of Canada Limited, is the single source for the largest inventory of 100% Genuine OEM foodservice replacement parts on the ground in Canada. We are the leader within our industry and are looking to grow our team

**Position Summary**:
In the role of Bilingual Customer Service Representative aka _Parts Expert_, the primary responsibility is selling the right parts to customers in a professional and timely manner, regardless of their geographic location. Effective service is achieved by quickly and accurately assessing the customer's needs, researching, ordering, and ensuring delivery of the required parts. As the face of Partstown Canada, the Parts Expert plays an important role as they deliver the professionalism, competence, and care that the customer experiences first hand. This role will report into the National Director of Customer Service.

**Job at a Glance**
- Manage all inbound/outbound calls in a courteous, customer oriented manner
- Research part manufacturers, manuals and be able to identify commercial food equipment parts to better assist customers
- Listen to and understand customer needs and be able to provide quotes over the phone
- Process customer purchase orders through the computer system, ensuring accuracy
- Be proactive in following up with customers to discuss the status and progress of purchase orders and parts research
- Maintain strong relationships with the customers and manufacturers
- Act as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction
- Other duties as assigned

**What we are looking for**:

- Fluency in French and English is a must
- Minimum high school graduation required
- At least 1 year of customer service experience
- Previous experience in a role that involved parts and/or online and catalog research, and hands-on experience working with equipment and/or machinery would be considered an asset
- Strong data entry skills and proofreading abilities
- Ability to work in a high pressure, fast paced environment
- Team orientated and customer service approach to work
- Strong time management, organization and multitasking abilities
- Shift timing may include evenings as well

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