Bilingual (English and French) Customer Service Representative

2 weeks ago

Remote, Canada Guest Supply Full time

Must be bilingual - English and French

We are looking for a Bilingual (English and French) Customer Service Representative provides customer and the Sales team support with the sales of hotel and operational supplies. As a front-line service provider to Sysco Guest Supply Canada's customers, you contribute to our success by providing high-quality service by processing customers' orders on a scheduled basis and troubleshooting customers' concerns with regard to their orders and deliveries. You will provide information to our customers regarding Sysco Guest Supply Canada's products and services to ensure satisfaction.

Customer & Territory Manager Support:

  • Answer incoming calls and emails from Sales team. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc.
  • Provide the customer with order history information (i.e., item #, quantity, etc.) and pricing.
  • Process orders (including new, cancellation or additions to current orders), invoices, credits/returns and respond to customers' inquiries.
  • Enter and update vendor drop ship orders, including vendor manufacturer ID, cost of goods, color specifications, sizes, etc.
  • Back Orders - If the item is out of stock, check ETA. If not readily available, check the availability of stock to determine if the shipment can wait, needs to be pulled from another Distribution Center or substituted with a replacement item.
  • Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other requests as needed.
  • Prepare and send customer order acknowledgments.
  • Inform Sales team and customer of standard procedures, order status and/or the resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction.
  • Keep the Customer Service Manager informed of any important situations, challenges or problems relating to customers or other concerns.
  • Review and resolve issues with customer orders such as delivery issues, shipment discrepancies and backorders. Review and process the Adjustment Request Form or Return Material Authorization following approval. Review any exceptions to Company's standard shipping policies with management.

Qualifications/Skills/Job Requirements:

  • Must be bilingual - English and French.
  • High School diploma or GED required. College degree preferred.
  • 2 years of Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; and inventoried product line specifications (dimensions, weight, etc.).
  • Call Center experience and order management are a plus.
  • Excellent communication (verbal and written), interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from suppliers, customers, management and inter-department staff. Capable of working with internal staff from other departments in a proactive and constructive manner.

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