Bilingual Customer Service Representative

5 months ago

Ottawa, Canada Direct Response Media Group Inc Full time

WHO WE ARE

Dollco Print Solutions Group has been a market leader in Magazine and Catalogue Printing for over 100 years. We continue to lead in the Print industry by providing the highest quality, creative solutions, and on-time service. At Dollco Print Solutions Group, we are proud of our committed, driven, and loyal team that focuses on building customer relationships and delivering excellent customer service.

OUR PURPOSE

Our purpose is to contribute to the success of our clients through continuous improvement and innovative solutions.

OUR CORE VALUES
- We Strive for Excellence in Everything We Do- We Believe in Team Safety and Well Being- We Are Customer Driven- We Are Always Respectful- We Act with Integrity

SUMMARY

The Bilingual Customer Service Representative Role will manage live work through the manufacturing process life cycle and set/manage expectations with all internal and external stakeholders. As a CSR you will work within the Dollco eProductivity Software to create live projects from the estimating system and building to customer specifications.

The Bilingual Customer Service Representative will engage with clients through English and French written communication and verbal interactions while addressing inquiries, resolving issues, and ensuring a positive customer experience. Your proficiency in both written and spoken English and French will enable you to navigate and understand customer needs effectively, fostering strong relationships, and delivering top-notch service.

AS A BILINGUAL CUSTOMER SERVICE REPRESENTATIVE, YOU WILL MAKE YOUR IMPACT BY:
- Overseeing the entire lifecycle of live print production projects, from booking to completion- Ensuring that project expectations are communicated to Dollco team members in a timely and clear manner- Collaborating with Production teams on a continuous basis to exceed customer expectations- Establishing the necessary checkpoints for project approval- Monitoring the progress of project milestones and deliverables throughout the manufacturing process- Identifying and resolving any issues that may arise in collaboration with other team members- Providing regular project status updates to both internal and external clients at a frequency that is appropriate for the task at hand- Utilizing the best practices and tools available for effective project execution and management- Conducting pre-production or postmortem reviews as required- Maintaining a positive, professional, and cooperative attitude- Finding creative solutions and offering exceptional customer service

YOU CAN EXCEL AS A BILINGUAL CUSTOMER SERVICE REPRESENTATION IF YOU HAVE:
- A completion of a High School Diploma or equivalent- A post-secondary education or college/university in the graphic arts/print media is preferred- A minimum of three (3) years experience working in a fast-paced environment is an asset- Print knowledge of web, sheetfed, bindery and finishing is preferred. Mailing knowledge is an asset- Excellent customer service skills- The ability to work both independently and in a team-oriented, collaborative environment- The ability to adjust to shifting priorities, demands and timelines through critical thinking and problem solving- The capacity to respond to project modifications and changes in a timely and effective manner- Adaptability during times of change- Strong interpersonal skills- Proficiency in both written and spoken English and French- Proficiency in print manufacturing and computer software, including Microsoft Word, Excel, and cloud-based systems- The ability to effectively negotiate and collaborate with challenging individuals and circumstances

WHILE WORKING AT DOLLCO AS A BILINGUAL CUSTOMER SERVICE REPRESENTATIVE, YOU WILL:
- Work 40 hours in a standard work week- Work within an office environment while primarily utilizing a computer- Experience sitting for long stretches of time- Visit the production floor for periods of time in required steel toe footwear

WHAT’S IN IT FOR YOU- The opportunity to be a part of a collaborative, fast-paced environment with a team that consistently provides a high level of service to clients and internal departments.- Involvement with a team that demonstrates integrity, respect, and trust as part of our core values which we practice everyday - WE ARE ALWAYS RESPECTFUL & WE ACT WITH INTEGRITY- A culture of transparency, where team members are involved in important conversations and encouraged to bring new innovative ideas to the team. We believe in our employees skills and abilities- Join a team that is eager to help you succeed in your role and grow in your career.- Be a part of a fun working environment and participate in our cultural activities.- Involvement in our benefits program for you and your family, vacation time, and paid time-off. We want our team to be happy and healthy- Gain meaningful work experience working with a passionate Canadian organization that has proudly been a leader in the Print Industry for

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