Bilingual Customer Support

2 weeks ago

Lincoln, Canada Westbrook Trailers Full time

Family owned and professionally managed, **Westbrook Trailers **is a division of The Westbrook Group of Companies specializing in the manufacturing of Galvalume steel light duty trailers, and partially assembled kit trailers.

The Customer Support and Product Listing Specialist will be a vital link between our valued customers, our products, and the brand's reputation. This role will encompass providing exceptional customer support, communicating with customers in English and French, addressing technical inquiries, and ensuring accurate and compelling product listings across various retail platforms. Your efforts will contribute to enhancing customer satisfaction, maintaining brand integrity, and fostering efficient collaboration across departments.

**KEY REPONSIBILITIES**

Customer Service:

- Develop an in-depth understanding of our product availability, benefits, and price structure sold through our partner retailers in order to: provide advice and information about our products and accessories; and resolve and trouble shoot technical issues;
- Assist end-users coming to Westbrook for service, to pick up orders, place orders, or purchase Scratch & Dent trailers and handle payments (cash or credit card) efficiently and responsibly;
- Process sales orders, invoicing and warranty claims across a number of platforms, swiftly escalating any related issues;
- Review all trailer sales orders (pricing, address, expected delivery date) and quickly resolve any related issues that could negatively impact our vendor score;
- Proactively manage backorders, updating consumers on new ship dates;
- Report quality issues, emerging trends to identify continuous improvement opportunities and proactive preventative measures;
- Enter detailed records of each customer interaction, including resolutions in the CRM database.

Product Listing Administration:

- Manage and maintain online product listings, including descriptions, images, documentation, and marketing copy;
- Collaborate with sales and retail partners to prepare and submit new product listing forms and documentation;
- Ensure consistency and accuracy in product information across partner retail platforms.

**QUALIFICATIONS**
- High School diploma/GED required, College degree preferred
- 2+ years’ experience within customer service or call center environments
- Able to communicate with customers verbally or in writing in English or French
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Experience with ERP Systems
- Working with ecommerce an asset

**SKILLS & COMPETENCIES**
- Strong customer service orientation
- Strong organizational skills and meticulous attention to detail
- Excellent communication and interpersonal abilities
- Proficiency in problem-solving and troubleshooting
- Familiarity with CRM databases and order processing systems
- Basic photography skills
- Autonomous and willing to take initiative

We thank all applicants for their interest, however only those selected for an interview will be contacted.

Requests for accommodation can be made at any stage of the recruitment process by contacting Human Resources.

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

**Salary**: $45,000.00-$50,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Application question(s):

- How would you describe your ability to speak and write in French? Beginner, Intermediate or Advanced?
- Are you able to commute to our office in Beamsville ON for work?

Work Location: In person

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