Bilingual Customer Concierge

1 month ago

Mississauga, Canada John Brooks Company Limited Full time

**Department**: Corporate Marketing

**Office Location**: Laval, QC **or** Mississauga, ON **or **Edmonton, AB

**Languages**: English and French (oral and written)

**WHAT DO WE DO?**

We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

**THE ROLE**

**DUTIES & RESPONSIBILITIES**

Ensure a timely, and professional response to:

- Proactively keep customers informed of promised ship dates
- Ensure customers have a positive experience while processing Returns / Credit note / order issues through immediate and effective action
- Maintain all customer communication through the Maximizer CS module
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel

Provide a superior customer experience by:

- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed

Other:

- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time

**Requirements**:
Essential:

- College Diploma in a related field
- Strong written and verbal communication skills in both
- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities will be a constant
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation

Desirable:

- Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

**WORK ENVIRONMENT**
- Fast-paced environment in a dynamic competitive industry

Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

**Benefits**:
Canadian founded and owned[KH1], John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

**WHAT’S IN IT FOR YOU?**
- Competitive remuneration including base salary + incentive
- Competitive vacation
- Paid personal day program
- Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
- Company Group RRSP with employer matching
- Annual health & wellness subsidy

**FUN FACTS**
- The average employee tenure is 9 years
- We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
- We regularly host social events and gatherings to foster togetherness and fun

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

Pay: $55,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- B2B Customer Service: 2 years (preferred)
- Customer service: 2 years (required)

**Language**:

- French and English Fluently? (required)

Work Location: Hybrid remote in Mississauga, ON L5N 7K5

Application deadline: 2024-11-15

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