Bilingual Customer Service Representative

Division: Filtration
**Languages Required: French & English (fluency in both)**

**WHY JOHN BROOKS COMPANY?**
- We have an enthusiastic work environment with tight-knit culture, employee-led committees, annual health & wellness subsidy - to name a few
- We love celebrations including employee achievement awards, formal service award program, and milestone birthdays

**FUN FACTS**:

- The average tenure is 11 years
- We love to promote from within - for example, all our current Sales Managers were promoted into their positions
- We have close to 200 employees from coast to coast
- We’re continuing to grow - we’ve doubled in size over the last 6 years

**We offer an attractive compensation and benefits package including**:

- Competitive remuneration plan including base salary and incentive
- Competitive vacation plan
- Extended health and insurance benefits and Company Group RRSP with employer contributions
- Formalized employee achievement/service awards
- Enthusiastic work environment with great culture, wellness committee, annual health & wellness subsidy

**PURPOSE**
Under the supervision of the Inside Sales Supervisor, the Bilingual Customer Service Representative is responsible for the pricing, quoting, and order entry functions for John Brooks filtration products, associated with the day to day customer inquiries. The ultimate strategic goal is to ensure total customer satisfaction while meeting or exceeding the branch sales and profitability targets, among other targets.

**RESPONSIBILITIES**
**Ensure a timely, professional response to all customer inquiries by**:

- Defining customer requirements - delivery, product, price, product identification, order status, etc.
- Providing quality quotes
- Coordinating with suppliers as necessary
- Sending out technical information when appropriate
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel

**Efficient and timely entry of customer orders into order entry system by**:

- Developing a detailed knowledge of the order entry system
- Focusing on details - ensuring correct price, product number, description, etc.
- Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action

**Provide superior customer service by**:

- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
- Referring to others for technical recommendations as required
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Building customer relationships focusing on target accounts
- Providing support for Level 1 technical calls
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed

**Assists the Outside Sales Teams by**:

- Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
- Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
- Keeping in regular communication with Outside Sales team - informing them directly of any issues, concerns, or problems with their accounts
- Executing quotation follow-up as well as maintaining and updating sales quotation log

**Other**:

- Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time

**QUALIFICATIONS**
**Essential**:

- College Diploma in a related field
- Strong written and verbal communication skills **in both English and French**:

- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
- Must have a passion for learning and staying current with the Company’s products to answer customer questions.
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation

**Desirable**:

- Working knowledge o