Customer Service Representative

6 months ago

Québec, Canada Ingersoll Rand Full time

**BH Job ID**:577

**SF Job Req ID**:8850

Customer Service Representative

**Job Summary**

Reporting to the Customer Service Supervisor, the Customer Service Representative responds to customer inquiries, enters orders into the system, coordinates shipments of our products to our customers or business partners and handles authorized merchandise returns (RMA).
- Keep track of any changes that need to be made and confirm them with the customer.
- Track orders and confirm to the customer that the order has been processed and inform them of the estimated shipping date.
- Bid for freight and customs clearance when requested by the customer. Organize the transport of goods locally, nationally or abroad. Prepare export documents in collaboration with the customs broker.
- Handle proforma invoice papers for international orders, check payment terms and work closely with accounting department to ensure receipt of payments, before shipment
- Perform daily billing.
- Participation in KPI update
- At the customer’s request, follow up the goods with the carrier.
- Handle complaints about the institution’s products, services or policies and refer them to the appropriate person.
- Arrange for repair, refund, exchange and credit note for returned merchandise (RMA);
- Explain to clients the nature and cost of the services offered;
- Proceed with account opening for new clients;
- Answering calls (low call volume)
- Receiving, sorting, distributing and processing postal mail. The opening and closing of the office.

**Terms and conditions of employment**
- Start date: as soon as possible
- Salary: based on experience
- Work schedule: 40 hours per week, Monday to Friday 8:00 am to 4:30 pm Workplace: Saint-Bruno-de-Montarville

**Requirements and skills**
- High school diploma.
- Experience in a similar position.
- Bilingual, French and English, spoken and written.
- Spanish (an asset)
- Customer oriented attitude;
- Organizational skills and thoroughness.
- Ability to work independently with little supervision.
- Knowledge of different IT tools;
- Punctuality and attendance.
- Experience with order entry and invoicing (required)
- Experiences with freight and customs clearance (Strong Asset)
- Training will be provided, must have the ability to work with minimum supervision.
- Must be comfortable with working on site.
- Must be comfortable with working as a front desk coordinator.
- Versatile and dynamic, ability to multitask. More emphasis is on the English proficiency.

**Sommaire du poste**

Relevant de la Superviseure service à la clientèle, l’agent(e) service à la clientèle répond aux demandes de renseignement des clients, saisit les commandes au système, coordonne les envois de nos produits vers nos clients ou partenaires d’affaires et s’occupe des retours de marchandise autorisés (RMA).
- Répondre au téléphone ou par courriel, aux demandes de renseignements des clients et répondre aux urgences?;
- Prendre les commandes par courriel, les saisir au système et en vérifier la conformité?;
- Effectuer le suivi des modifications à apporter et confirmer les modifications au client?;
- Effectuer le suivi des commandes et confirmer au client que la commande a été traitée et l’informer de la date d’expédition estimée?;
- Soumissionner les frais de transport et de dédouanement, lorsque demandés par le client. Organiser le transport de la marchandise localement, nationalement ou vers l’étranger. Préparer les documents d’exportation en collaboration avec le courtier en douane?;
- S’occuper des papiers de facture proforma pour commandes internationales, vérifier les termes de paiement et travailler en étroite collaboration avec le département comptable pour assurer la réception des paiements, avant expédition
- Effectuer la facturation journalière
- Participation a la mise à jour des KPI
- À la demande du client, effectuer le suivi de la marchandise auprès du transporteur?;
- S’occuper des plaintes au sujet des produits, des services ou des politiques de l’établissement et les diriger vers la personne appropriée?;
- Prendre des dispositions en vue d’une réparation, d’un remboursement, d’un échange et de l’établissement d’une note de crédit pour la marchandise retournée (RMA)?;
- Expliquer aux clients la nature et le cout des services offerts?;
- Procéder à l’ouverture de compte des nouveaux clients?;
- Répondre aux diverses demandes client propre aux paiements ou demandes d’information;
- Répondre aux appels (faible volume d’appels)
- Traiter les courriels adressés à l’administration en les recevant, en les triant, en les redirigeant.
- Recevoir, trier, distribuer et traiter le courrier postal.
- L’ouverture et la fermeture du bureau. Toutes autres tâches connexes.

**Conditions d’emploi**
- Date de début : aussitôt que possible
- Salaire : selon l’expérience
- Horaire de travail : 40 heures par semaine, du lundi au vendredi de 8h00 à

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