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Bilingual Customer Success Representative II

1 month ago

Brampton, Ontario, Canada Dawn Foods Full time

Job Summary:

Dawn Foods is seeking a highly skilled Bilingual Customer Success Representative II to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, resolving complex issues, and driving customer satisfaction.

Key Responsibilities:

  • Manage assigned accounts through open lines of communication, ensuring regular check-ins, order updates, and driving e-commerce platform.
  • Account ownership of House Accounts, including all communication and order management with the customer.
  • Support and collaborate with peers and Sales during PTO coverage to ensure essential tasks are completed effectively.
  • Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.).
  • Collaborate directly with cross-functional Teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
  • Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals.
  • Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments.
  • Be a Subject Matter Expert for all Dawn facilitated platforms.
  • All other duties and responsibilities as assigned by Customer Success management.

Requirements:

  • High school diploma/GED required.
  • A minimum of 3 Years of Customer Service in an office environment assisting customers through issue resolution.
  • Bilingual-Fluency in French required.
  • Strong Problem-Solving Skills.
  • Detail Oriented with the ability to multi-task and work independently.
  • Excellent verbal and written communication skills.

Physical Demands & Work Environment:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to work in a Professional office environment and effectively work from home.
  • Occasionally may be required to lift and/or move up to 25 pounds.
  • Team members must be able to sit at a desk or walk around a facility throughout the day to support Operations and our Customers.