Bilingual Customer Service Representative

3 days ago

Kirkland, Canada Zoetis Full time

**Summary**

The Bilingual Customer Service Representative is responsible to process and respond to all internal administrative requests and external purchase orders for accounts under his/her responsibility. The role delivers quality processes to adhere to internal controls in order to maximize efficiency. It serves as the primary point of contact for internal and external customers to ensure accurate dissemination of information.

This is a **one-year contract **position located in **Kirkland, Quebec.**

**Responsibilities**
- Oversees a portfolio of accounts and actions all incoming inquiries in a timely manner;
- Processes all incoming orders, returns, inventory checks, backorders releases, credit requests;
- Processes monthly billings related to services rendered by Zoetis;
- Ensures that all communications with customers and the warehouse are carried out in an effective and professional manner;
- Provides prompt response to routine queries and requests from management, field force and customers;
- Escalates potential risks and issues to immediate Manager;
- Partners with the sales team to meet and exceed customer's service expectations;
- Works closely with the credit department to resolve disputed billings.

**Education and Qualifications**
- Undergraduate degree and/or relevant customer service experience in pharmaceutical
- Excellent customer service skills
- SAP knowledge is considered a strong asset
- 3-5 years of customer service and order processing experience
- Bilingualism, English and French, mandatory
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word)
- Strong multi-tasking, detail oriented
- Ability to work in a team environment, remotely for the time being
- Confidentiality, diplomacy and discretion
- Ability to work under pressure in a fast-paced environment

**Sommaire**

Le représentant bilingue du service à la clientèle est chargé de traiter et de répondre à toutes les demandes administratives internes et aux bons de commande externes pour les comptes dont il est responsable. Le rôle consiste à fournir des processus de qualité pour respecter les contrôles internes afin de maximiser l'efficacité. Il sert de point de contact principal pour les clients internes et externes afin d'assurer une diffusion précise des informations.

Il s'agit d'un **poste contractuel d'un an **situé à **Kirkland, Québec **.

**Responsabilités**
- Supervise un portefeuille de comptes et traite toutes les demandes de renseignements entrantes en temps opportun;
- Traite toutes les commandes entrantes, les retours, les contrôles d'inventaire, les libérations de commandes en attente, les demandes de crédit;
- Traiter les facturations mensuelles liées aux services rendus par Zoetis;
- S'assurer que toutes les communications avec les clients et l'entrepôt sont effectuées de manière efficace et professionnelle;
- Fournir une réponse rapide aux questions et demandes de routine de la direction, de la force de vente et des clients;
- Signaler les risques et les problèmes potentiels à son supérieur immédiat;
- Travailler en partenariat avec l'équipe de vente pour satisfaire et dépasser les attentes des clients en matière de service;
- Travaille en étroite collaboration avec le service du crédit pour résoudre les factures contestées.

**Formation et qualifications**
- Diplôme de premier cycle et/ou expérience pertinente en service à la clientèle dans le secteur pharmaceutique.
- Excellentes compétences en matière de service à la clientèle
- La connaissance de SAP est considérée comme un atout important
- 3 à 5 ans d'expérience en service à la clientèle et en traitement des commandes
- Bilinguisme, anglais et français, obligatoire
- Maîtrise de la suite Microsoft Office (Outlook, Excel, Word)
- Grande capacité multitâche, sens du détail
- Capacité à travailler en équipe, à distance pour l'instant.
- Sens de la confidentialité, diplomatie et discrétion
- Capacité à travailler sous pression dans un environnement où le rythme est soutenu.

**About Zoetis**

At Zoetis we are passionate about our customers and the animals in their care. We discover, develop and manufacture the world's most innovative and effective products for animal health-medicines, vaccines, diagnostics, genetic tests, biodevices-and we are creating the next generation of integrated solutions and services to support this evolving industry. We know our people drive our success. Our colleagues are proud of our company culture and the meaningful role we play in caring for animals. The Zoetis Core Beliefs define the commitments we make to our colleagues, customers and stakeholders every day. They have guided the creation of our award-winning workplace and our proud position as a leading partner of choice in animal health.

**Diversity, Equity & Inclusion**

Our Colleagues Make the Difference, and we know their differences make Zoetis stronger. We strive to create an environment where each

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