Bilingual Customer Service Representative

6 months ago

SaintLaurent, Canada Brewers Supply Group Full time

**Brewers Supply Group (BSG) is looking for a Bilingual Customer Service Representative to join our team in Eastern Canada.**
**As a leading supplier in the craft beer, wine, and distilling industries, we are looking for an individual passionate about customer service. This position offers a unique opportunity to be a part of the growing Craft Brewing Industry and contribute to the 176-year success of our organization.**

**Benefits and Perks**
- Competitive Base Salary
- Life Focused Benefits Including:

- Medical benefits
- Dental and Vison Programs
- RRSP
- Employee Assistance Program
- Paid Time Off including:

- Generous PTO
- Sick Time
- 12 Paid Company Holidays
- Parental Leave
- Career Growth and Progression Paths
- Stability and Backing of a 176-year-old Family Owned and Operated Company

**Work Schedule and Work Environment**

Monday - Friday hybrid work schedule with three days a week in either our Guelph of Saint Laurent office.

**Day to Day Responsibilities -**
- Acts as a backup resource for Customer Service Representatives that are out of the office or need assistance with servicing and sales orders based on operational needs.
- Handles daily customer service needs to ensure customer retention and company standards and metrics are consistently met.
- Processes customer account adjustments, explores customer concerns, troubleshoots solutions, and escalates issues as needed.
- Processes customer orders to ensure company accuracy and efficiency standards are met.
- Maintains and updates customer related information systems to ensure that the company has accurate records and collects and accesses appropriate information relevant to a customer inquiry.
- Completes research to verify freight rates and coordinates deliveries with carriers.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Provides reliable follow-through to all customers while handling a variety of issues including the creation of service tickets.
- Works cross-functionally with various departments, including warehouse staff, to coordinate order fulfillment.
- Cross-trains into multiple Customer Service functions such as, but not limited to, HandCraft, Distilling, Wine, Cans, Samples, etc.
- Provides excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of both internal and external customers.
- Communicates daily with sales and warehouse staff to ensure all groups can successfully create a positive customer experience by staying informed.
- Acts as a resource for resolving customer issues while operating within the company’s standard operating procedures.
- Acts as a positive and professional company advocate with internal and external stakeholders.
- Performs additional duties as requested that supports, assists, and enhances the Customer Service and Sales Department objectives.

**Preferred Experience and Requirements**
- High School degree or equivalent required.
- Bilingual in English and French required
- 1+ years of experience in a customer service or other related role.
- Strong computer knowledge/proficiency in Microsoft Office, and advanced Excel skills is preferred. Microsoft AX and Salesforce experience a plus.
- Knowledge of and experience with homebrewing/home fermentation and/or beer industry experience or knowledge is strongly preferred.
- Strong written and verbal communication skills.
- Ability to speak effectively with internal and external stakeholders.
- Ability to quickly learn new processes to be able to address incoming customer issues ranging anywhere from billing inquiries to order changes.
- Proven problem solver that can successfully and efficiently identify and solve problems by gathering and analyzing information and recommending alternative solutions.
- Proven ability to successfully manage difficult or emotional customer situations by responding promptly to customer needs, soliciting customer feedback to improve service, responding to requests for service and assistance, and consistently meeting commitments.
- Proven ability to resolve conflict, maintain confidentiality, and be an active listener that is open and receptive to change.
- Strong time management skills with the ability to manage a load of competing priorities under pressure and within respective deadlines.
- Driven employee that consistently reports to work on time and ensures work responsibilities are covered when absent.
- Open to ongoing feedback from customers, coworkers, and leaders to help continuously develop skills to be successful.
- Self-motivated and driven employee that volunteers readily, seeks increased responsibilities, takes independent actions and calculated risks, looks for and takes advantage of opportunities, and asks for and offers help when needed.

**How to Apply**:

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