Bilingual Customer Service Representative

6 months ago

Concord, Canada Multy Home Full time

Multy Home LP is a leading global manufacturer of floor covering and outdoor living products. With manufacturing and distribution facilities in Canada, Poland and the U.S.A. We believe in sourcing sustainable or recycled material wherever possible in our production. Every year, Multy Home diverts 3 million tires and 15 million water bottles from landfill.

Creating beautiful, eco-friendly, useful products for homes and gardens everywhere is what we do

**Position Summary**:The successful incumbent will provide superior bilingual (English/French) customer support to our internal and external customers. This role is responsible for the accurate and timely processing of orders, RMA and customer interactions.

Essential Responsibilities and Accountabilities

**Order Processing/Order Management**:

- Administer customer orders and change orders into the ERP system NetSuite as per SOP and booking policy. Verify data such as part numbers, pricing and contract terms for accuracy.
- Retrieve, confirm, update status and/or cancel customer purchase orders via various customer portals.
- Daily review of open orders report, correct any orders with ship location/item location discrepancies, follow-up on pending approval status or blank fields.
- Run order discrepancy reports to ensure pricing, case packs and order terms conform to Multy Home records. Escalate inconsistencies to AM and follow-up to conclusion.
- Monitor and resolve SPS Order Exceptions log issues regularly.

**Customer Service**:

- Troubleshoot and step the customers through a series of actions to resolve a problem.
- Manage customer complaints, collaborate with other departments to ensure a seamless customer experience.
- Process warranty replacements or missing parts; expedite corrections. Record transactions for reference.
- Execute Return Merchandise Authorization (RMA) efficiently and per service level agreement timeline ensuring supporting documentation is saved in the ERP system NetSuite. Determine to return product back to warehouse or destroy in field as per RMA SOP guidelines.
- Run custom sales reports as requested.
- Manage front desk reception as needed.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
- Post-secondary education
- Must be bilingual French and English (written and verbal)
- 2-5 years’ experience in a similar supporting role
- Strong MS Office, NetSuite and SPS commerce an asset.

Language & Communication Skills

Ability to write routine reports and correspondence in English. Ability to speak effectively before groups of employees of organization. Excellent communication skills, both oral and written
- Strong team player
- Strong Customer Service skills
- Strong English and French Language skills
- Strong Organizational skills
- Strong Problem-Solving skills
- Detail oriented

Physical Working Environment
- Standard office environment, Open office concept.

Technical Skills
- Advanced working knowledge of MS excel
- Intermediate word
- Customer Portals familiarity
- **We are an equal opportunity employer and we value diversity in our workplace. We are committed to providing inclusive, barrier-free recruitment and selection processes in accordance with the Human Rights Code and Accessibility Legislation. Accommodations will be provided to individuals, upon request. If selected to participate in the recruitment process and you require accommodations, please advise Human Resources.**_

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Concord, ON L4K 2A3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- bilingual customer service: 3 years (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: In person

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