French Bilingual Customer Service Representative

4 weeks ago

Burnaby, Canada Stormtech Full time

**STORMTECH** is a Vancouver-based company making a wide variety of performance, technical apparel, bags, and accessories for over forty years to companies in over 30 countries. Quality and design have remained at the forefront of the company’s mission, which is to “Provide Innovative Performance Apparel and Outstanding Customer Service.”

**NATURE AND SCOPE**
As the Bilingual Customer Service Representative, you are the voice of the company; you are customer driven and a master coordinator. You enjoy getting things done and working alongside experts in design, logistics and apparel.

You provide exceptional service that goes above and beyond the customer’s expectations by accurately and promptly processing orders, providing quotes, providing recommendations to customers, and proactively following up on orders while ensuring on-time delivery. This position reports to the Customer Service Manager.

**SPECIFIC ACCOUNTABILITIES**
- Process and proactively manage orders for Stormtech apparel and coordinate customized order details
- Liaise between customer and other departments as required
- Provide accurate & prompt quotes to customers and sales team
- Assist customers with order discrepancies and issues
- Assist customers with credit and debit requests
- Proactively manage backorders and out of stock products by reviewing orders and following up with customers to advise status of orders and recommend replacement options
- Coach our customers on the benefits of our web services
- Use in-house reporting to manage and ensure orders are on-time. Prioritize time sensitive orders.
- Ensure satisfactory resolutions to customer situations while adhering to company policies and procedures

**RELEVANT SKILLS**
- Effective and professional verbal and written communication skills
- Strong verbal and written communication skills in both English and French
- Ability to work independently and collaborate in a team environment
- Ability to multi-task, prioritize and manage time effectively
- Effective problem solver
- Must be well organized and detail oriented
- Go-getter attitude: positive, proactive, solutions-focused and team oriented

**EXPERIENCE & QUALIFICATIONS**
- 3+ years customer service experience
- Must be Bilingual with French and English, written and spoken fluently
- Experience in apparel or hard goods, distribution, B2C or B2B industry an asset
- Proficiency in Microsoft Office including Outlook, Word, and Excel (beginner)
- Experience with Salesforce or similar CRM platforms an asset

**Benefits**:

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

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Burnaby, BC V5C 4E2: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you fluent (written and verbal) in French?
- Are you fluent (written and verbal) in English?

**Experience**:

- Customer service: 3 years (preferred)
- CRM software: 2 years (preferred)

Work Location: In person

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