Bilingual Customer/consumer Care Representative

2 months ago

Whitby, Canada Avery Products Canada Full time

Located in Whitby, Ontario, we are a well-known brand (Labels, Cards & Crafting items, Binders, Index Dividers, Sheet Protectors, Hi-Liters & Markers) selling both CPG & Direct-to-Consumer custom printing - with the need for superior personnel to help bring their expertise to our growing organization. With a customer-centric focus, we’re dedicated to providing exceptional products & service for both Avery and pc/nametag from our Manufacturing & Distribution facility.

At Avery Canada, we strive to provide a strong company culture with departmental and company-wide team events, paid holidays (including your birthday off), education assistance plan, annual fitness credit and a bonus program that rewards our collective success. We offer competitive group benefits including health & dental as well as a generous pension plan.

This position is a 6 month contract, Monday to Friday, from 8:00 am to 4:30 pm.

**Education, Skills and Competencies Required**:

- Secondary School Diploma required
- Bilingual French and English required
- Excellent telephone manner, listening skills, enjoy problem solving and working with customers and consumers
- Strong verbal/written communication and mathematical skills
- Excellent attention to details, ability to multi-task and process many touch points; be results oriented, possess strong analytical and problem solving skills
- Ability to work under pressure, at the same time managing extensive phone and computer work
- Self motivation to work under your own initiative and maintain a positive, professional and courteous environment with co-workers and customers within a diverse culture

**Overall Responsibilities**:

- Conduct all internal and external business in a thoroughly professional, courteous and efficient manner, representing Avery Products by meeting or exceeding our Consumer & Customer Service expectations
- Ability to accept coaching and implement feedback in order to achieve individual and team performance goals
- Adhere to safe work practices, instructions and rules
- Perform work duties in a manner that ensures health and safety of all employees
- Develop and maintain strong relationships with internal/external customers

**Customer Responsibilities**:

- Proactively manage customer transactions from order thru to payment cycle
- Receive, vet and monitor all EDI and manual orders
- Manage customer orders to fill performance expectations, minimize service impact and manage spike demand through day to day communications with Operations and Shipping
- Liaise with internal/external customers to gather information & use analytical and Excel skills to enhance customer satisfaction
- Support manufacturing and distribution operations, as part of the order flow
- Support Sales Team through the order flow

**Consumer Responsibilities**:

- Resolve consumer problems and provide troubleshooting support, in a timely manner
- Identify areas of complaint and work on solutions and implement accordingly with the consumer
- Adapt to changing products and be able to interpret new information quickly and accurately
- As part of the professional front line contact you will be an expert at troubleshooting consumer issues using, and capturing all consumer feedback
- Daily filing and monthly archiving in accordance with company procedures
- Distribute samples for consumers and/or marketing requests in a timely manner
- Graphic skills and colour matching capabilities would be an asset

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

Expected hours: 40 per week

Schedule:

- Monday to Friday

**Experience**:

- B2B customer service: 3 years (required)

**Language**:

- French (required)

Work Location: In person

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