Customer Care Analyst Ii

2 months ago

Guelph, Canada TD SYNNEX Full time

**About the Role**:
We are seeking a **Customer Care Analyst I** who is detail-oriented, hands-on, and results-driven. This role requires excellent communication skills and a strong work ethic to thrive in a dynamic, fast-paced, and energetic environment. Your responsibilities will include resolving customer inquiries related to return authorizations, and addressing issues with shorts, damaged, or lost shipments. You will conduct research as needed to ensure prompt resolution based on our policies and procedures. We value teamwork and are looking for someone with 1 to 2 years of prior customer service experience who excels in a collaborative setting.

**What You'll Do**:

- Issue Return Authorization numbers (RAs) for products purchased from TD SYNNEX within Return Policy Guidelines.
- Handle a high volume of inbound calls from customers (25 - 50 daily).
- Follow procedures to seek approval on customer RA requests that are "out of policy."
- Collaborate with various internal departments (RA Receiving, Traffic, Inventory Control, Buyers, Product Management, Financial Services, Sales) and external vendors to research and resolve issues.
- Deliver on response commitments to customers, ensuring fax requests are handled within 48 hours and customer messages are addressed the same day.
- Answer customer queries on a variety of transactions, including order status, return credits, account balances, product availability and pricing, and vendor warranties.
- Research and resolve customer problems, such as shipping discrepancies and tracer requests, and handle credit and debit reconciliations as needed.
- Monitor returns on customer accounts and develop rapport with contacts.
- Work effectively within a large team.
- Adhere to established health and safety measures and practices, and report workplace hazards and any violations of relevant legislation.

**What We're Looking For**:

- **Bilingual**: Fluent in French and English (written and verbal).
- Minimum completion of a high school diploma, with 1 to 2 years of prior experience in a customer service role.
- Professional phone manner.
- Strong verbal and written communication skills.
- Ability to multi-task and prioritize effectively.
- Proficiency in MS Office (Word, Excel, Outlook).
- Previous experience in a similar role is preferred.
- Strong problem-solving skills.
- Knowledge of computer products is an asset.
- Working in a busy, high-volume transaction environment.

**Description du Poste**

Nous sommes à la recherche d'un Conseiller clientèle II qui est minutieux, pragmatique et axé sur les résultats. Ce poste nécessite d'excellentes compétences en communication et un fort degré d'éthique afin de vous épanouir dans un environnement dynamique, au rythme soutenu et plein d'énergie. Vos responsabilités incluent la résolution de requêtes clients concernant des autorisations de retour, ainsi que la résolution de soucis relatifs à des colis perdus, endommagés ou envoyés incomplets. Vous effectuerez des recherches afin d'assurer une résolution rapide et appropriée selon les procédures en place. Nous recherchons quelqu'un avec 1 à 2 années d'expérience en service à la clientèle qui excelle dans un environnement où le travail en équipe occupe une place importante.

**Vos futures responsabilités**
- Émettre des Autorisations de Retour (RAs) pour des produits achetés auprès de TD SYNNEX, selon des politiques de retour prédéterminées.
- Gérer un grand volume d'appels entrants de la part de clients (25 à 50 par jour).
- Gérer un grand volume de requêtes via fax et courriels.
- Suivre les procédures afin d'obtenir l'approbation de requête RA qui sont en dehors " des politiques prédéterminées ".
- Collaborer avec divers départements en interne (réception des RAs, Logistique, Contrôle de l'inventaire, Acheteurs, Gérant des produits, Services financiers, Représentants commerciaux), ainsi que les Manufacturiers en externe afin de chercher et résoudre les problèmes clients.
- Assurer un temps de réponse de 48 heures pour répondre aux fax des clients, ainsi que le jour-même pour les courriels clients
- Répondre aux requêtes clients sur une variété de sujets, comprenant le statut des commandes, les crédits de retour, les soldes des comptes, la disponibilité et la tarification des produits, ainsi que les garanties du Manufacturier.
- Enquêter et résoudre les problèmes des clients, tels que des requêtes d'erreur d'envoi et des demandes de traçage de colis, ainsi que traiter les ajustements de crédit et de débit, le cas échéant.
- Suivre les retours des clients et développer le lien de confiance établi avec les clients.
- Travailler efficacement au sein d'une grande équipe.
- Respecter les mesures et pratiques établies en matière de santé et de sécurité, et signaler les risques sur le lieu de travail et toute violation de la législation applicable.

**Profil recherché**
- Bilingue : Niveau courant en fra

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