Key Account Customer Service Representative

Do you **see** yourself working for a family operated business that focuses on the wellbeing of their employees? If you are **looking** for new challenges in a warm and dynamic environment with multiple benefits, then this is the job for you

We offer:

- Professional development opportunities
- Extra time off during the Christmas holidays
- Free optical frames
- Referral bonuses
- Health, dental, LTD and life insurance
- Multiple social events throughout the year
- Up to 5 sick/personal days per year

**Role**

As the International Customer Service Representative, you will be responsible for the management of customer orders and accounts. With dealing with many different countries, it is crucial to listen and understand the importance of communication and following up. Communication is necessary to avoid errors and to meet the customer’s requirements and time constraints. Shipping internationally involves close attention to details and ensuring information is accurate to avoid issues with shipping, customs, and imports. Organization and multitasking are a core component and requirement for this position and will help assure the international customer’s accounts are serviced to WestGroupe’s standards. With your ability to listen and organize; this will allow you to understand the customer’s need and build a relationship of trust with the customer and provide the best service possible: satisfaction above all

**Key Responsibilities**
- Provide customer service and support to International customers and distributors
- Order processing
- Data Entry
- Back-orders verification
- Researching and responding to customer queries/ issues
- Follow-up with customers and provide all options pertaining to their account to maximize their international shipment.
- Coordinating shipments with warehouse team
- Follow up with warehouse to ensure all orders are shipped correctly and in a timely manner
- Follow up with warehouse to ensure shipment do not experience any delays and if so, communicate details to customers.
- Verifying order status (provide and review daily list of pending international orders)
- Prioritizing orders and tasks for customers/ department.

**Other responsibilities**
- Providing BO reports for Customers/ Distributors
- Providing Phased Out List to Customers/ Distributors
- Providing Frame Information (details, pictures, availability)
- Process Customer Returns
- RMA and Credits
- Process any Bills/ rebate to Customer’s accounts
- Prepare samples for International Customers/ Distributors
- Prepare samples for International Rep/ Meetings/ Shows
- Process Sample Returns from Customer/ Meeting/ Shows
- Assist with general administrative tasks within department
- 1 to 2 years of customer service experience
- Minimum of a High School Diploma
- Bilingual - English & French (additional languages would be an asset)
- Strong communication skills at both the spoken and written level
- Ability to multitask
- Detail oriented
- Ability to work well under pressure
- Ability to adjust to changing priorities
- Demonstrated organizational skills
- Ability to work independently or within a team
- Experience in preparing for tradeshow

**Hybrid work schedule (optional): 3 days in office, 2 days from home**
- _________________________________

Vous voyez-vous travailler pour une entreprise familiale qui se concentre sur le bien-être de ses employés ? Si vous êtes à la recherche de nouveaux défis dans un environnement chaleureux et dynamique avec plusieurs bénéfices, alors ce poste est fait pour vous

Nous offrons:

- Opportunités de développement professionnel
- Congés supplémentaires pendant les vacances de Noël
- des montures optiques gratuites
- Bonis de référence
- Assurance maladie, dentaire, ILD et vie
- Plusieurs événements sociaux tout au long de l'année
- Jusqu'à 5 jours de maladie/personnel par année

**Rôle**

En tant que représentant du service clientèle international, vous serez responsable de la gestion des commandes et des comptes des clients. En traitant avec de nombreux pays différents, il est crucial d'écouter et de comprendre l'importance de la communication et du suivi. La communication est nécessaire pour éviter les erreurs et pour répondre aux exigences et aux contraintes de temps du client. L'expédition à l'international implique de prêter une attention particulière aux détails et de s'assurer que les informations sont exactes afin d'éviter les problèmes liés à l'expédition, aux douanes et aux importations. L'organisation et le multitâche sont des éléments essentiels et des exigences de ce poste, qui permettront de garantir que les comptes des clients internationaux sont gérés conformément aux normes de Westgroupe. Votre capacité d'écoute et d'organisation vous permettra de comprendre les besoins du client, d'établir une relation de confiance avec lui et de lui fournir le meilleur service possible: la satisfaction avant tout

**Principales