Bilingual Customer Service Account Representative 1

**NOTE**:_This role can have a designated territory assigned or may provide coverage over multiple territories as needed. Both require that the Account Representative is responsible for ensuring service standards and expectations are consistently met._

**We are proud to offer**:

- Competitive hourly pay & milage.
- Extended benefits including medical, dental and vision.
- Generous RRSP with company contribution
- Paid time off
- Positive, organized, team environment
- Stability of a 178-year-old company with the opportunity to grow your career

**ROLES AND RESPONSIBILITIES**:

- Handles daily customer service needs for designated customer accounts to ensure customer retention and company standards and metrics are consistently met. Ensures customer and product knowledge is leveraged to provide tailored solutions that support the customer’s needs.
- Develops and maintains strong, long-term relationships with customers, serving as their primary point of contact. Regularly reviews customer accounts to identify opportunities to best serve their needs.
- Conducts thorough research into customer concerns, effectively resolving issues or escalating them to the appropriate departments as necessary. Processes customer account adjustments and troubleshoots solutions. Ensures timely and satisfactory resolution of all customer issues.
- Processes and manages complex customer orders to ensure company accuracy, productivity, and efficiency standards are met.
- Maintains and updates customer-related information systems to ensure that the company has accurate records and collects and accesses appropriate information relevant to a customer inquiry.
- Completes research to verify freight rates and coordinates deliveries with carriers.
- Provides reliable follow-through to all customers while handling a variety of issues including the creation of service tickets.
- Works cross-functionally with various departments to coordinate order fulfillment and develop solutions that meet the needs of the customers. Monitors order status and provides updates to customers as needed.
- Communicates daily with sales and distribution center staff to enable all groups to create a positive customer experience by staying informed.
- Engages in regular training and self-development to hone professional skills over time.
- Continually develops product, company, and beverage production knowledge through company-developed training and self-study opportunities.
- Acts as a resource for resolving customer issues while operating within the company’s standard operating procedures.
- Meets and exceeds performance targets and KPIs related to customer satisfactionand service delivery.
- Provides support across various territories as needed, adapting to operational requirements and ensuring consistent customer coverage.
- Acts as a positive and professional company advocate with internal and external stakeholders.
- Performs additional duties as requested which support, assist, and enhance Customer Service and Sales Department objectives.

**MINIMUM EDUCATION & WORK REQUIREMENTS**:

- High school degree or equivalent required.
- 1+ years of experience in a customer service or related role.
- Strong computer knowledge/proficiency in Microsoft Office, and advanced Excel skillspreferred. Microsoft Dynamics and Salesforce Service Cloud experience a plus.
- Knowledge of and experience with homebrewing/home fermentation and/or beer industry experience or knowledge is preferred.

**KNOWLEDGE, SKILLS, AND ABILITIES**:

- Comprehensive understanding of customer service practices, including handling complaints, providing information, and ensuring customer satisfaction.
- In-depth knowledge of the company’s products and services to provide accurate and helpful information to customers. Demonstrated to learn quickly and translate knowledge into tailored solutions.
- Exceptional verbal and written communication skills to clearly and effectively interact with internal and external customers.
- Excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of both internal and external customers.
- Ability to pay attention to details to ensure accurate information is provided and customer records are maintained correctly.
- Ability to make quick and informed decisions to resolve customer issues.
- Ability to quickly learn new processes and address a range of customer issues from billing inquiries to order changes.
- Proven problem-solver who can successfully and efficiently identify and resolve issues by gathering and analyzing information and recommending alternative solutions.
- Proven ability to manage difficult or emotional customer situations by responding promptly to customer needs, soliciting customer feedback to improve service, responding to requests for service and assistance, and consistently meeting commitments.
- Proven ability to resolve conflict, maintain confidentiality, and be an active li