Bilingual Customer Service Representative

2 days ago

Montréal QC HT J, Canada Preformed Line Products Canada Ltd. Full time

**Key Job Responsibilities**:

- Analyze and prepare customer quotes in a timely manner
- Check all pricing and delivery information before entering sales orders
- Understand customers needs and provide exceptional service to the Customer
- Coordinate responses to all customer complaints
- Collaborate with PLP team to meet customers expectations and continuously improve our service

**Reports to**: Customer Service Manager
**Primary work location**: Lachine, Quebec
**Travel requirement**: Minimal
**Tasks & Responsibilities**:
**Customer Service**:

- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts
- Handle customer complaints, provide appropriate solutions and alternatives in a timely manner; follow up to ensure resolution
- Supplies Sales Managers with information concerning customer's activities, competitive information
- Processes new customer accounts/profiles with Accounting Department
- Provides backup support for the Customer Service Team
- Process all RGA’s when approved
- Prepare waybills when required
- Other duties as required

**Order Entry and Management**:

- Follow order entry process to ensure order conditions are met and accuracy of all pricing and delivery information
- Provide order tracking information, advise stock availability, provide information regarding the status of customer purchase orders
- Collaborate with Operations, Supply chain, QC and Engineering to ensure customer expectations are met and managed on their orders

**Quoting**:

- Receives, analyzes and prepare requests for quotations in coordination with Sales Managers
- Coordinate support from Technical Support, Supply Chain and Operations to address product, cost, packaging and lead time requirements for the quotation
- Understand customer needs for product, delivery and price and assess competitive information
- Follow established practices for quoting process to ensure documentation of interactions and approvals
- Collaborate with sales team on follow and documenting won/loss status in ERP/CRM

**Job Requirements**:

- Excellent inter-personal skills
- Excellent communication skills
- Strong collaborative and team skills
- Excellent attention to detail
- Ability to multi-task and coordinate responses to multiple customer requests
- Proficiency with presentation materials, spreadsheets, and word processing
- Able to work with precision and efficiency in tight deadlines
- Spoken and Written languages: English / French bilingual

**Experience / Education / Skillset**:

- Grade 12 or equivalent education, post-secondary education an asset
- Previous customer service experience
- Proficient in Microsoft 365, especially Word & Excel.
- Capability to interact professionally with customers and suppliers.
- Working knowledge of Epicor ERP or other ERP software

**Work schedule**:

- Full Time, permanent position
- Work schedule, 8am to 4:30 pm, 40 hours a week

Overview
PLP protects the world’s most critical connections by creating stronger and more reliable network.
PLP's critical infrastructure solutions serve a wide range of customers, including:

- Power utilities
- Telecommunications network operators
- Cable television and broadband service providers
- Construction contractors
- Agricultural enterprises
- Corporations and enterprise networks
- Government agencies
- Educational institutions

PLP has been manufacturing in Canada since 1985. Our two ISO 9001 certified facilities and local
engineering team allow the company to respond to Canadian customers’ needs quickly and with precision.
With locations in over 20 countries, PLP and its Canadian subsidiary PLP Canada work as a united global corporation, delivering high-quality products, and unparalleled service to customers in Canada.
A steadfast commitment to quality is not just a goal at PLP, it's the guiding principle of everything we do. You can rest assured that the reliability of our products and the dedication of our people are the things that make PLP "The Connection You Can Count On.®"
PLP is the connection you can count on, for our people, our clients, and our communities.
We offer a competitive pay and benefits package that includes, life insurance, health insurance, dental insurance, vacation days and paid holidays and a deferred profit-sharing retirement program.
We are a company that values new ideas and opinions, and we encourage our employees to ask questions in the spirit of continuous improvement. We promote a balance of work and family as an important aspect that helps sustain the long-term growth and health of all our employees. We value diversity and inclusion and foster a workplace in which all employees respect one another and work together to achieve common goals. The company also has annual social activities and a service awards program, that recognize the ongoing contributions of employees every year.
**Représentant bilingue du service à la clientèle
**Princi

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