Bilingual Customer Service Representative

Responsabilities

• Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries)
• Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable.
• Assemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required)
• Collaborate with customers to seek problems as required.
• Support "one call resolution" - assess issues, recommend appropriate solutions, and execute.
• Establish relationships with key customer accounts.
• Provide proactive notifications to customers and Territory Managers regarding specific customer issues.
• Support customer focused teams and BD initiatives.
• Work with business units and/or operational functions on special projects, as required.

Qualifications

• Minimum 2 years' experience in customer service experience.
• University degree required.
• Bilingual, French, and English (read, write, speak)
• Strong proficiency with Microsoft Office tools (Outlook, Excel)
• Experience with JD Edwards, SAP or any other ERP systems.
• Experience with Genesys Call Centre Software an asset.
• Experience with PowerBI an asset.
• Demonstrated problem-solving, critical thinking and analytical skills.
• Strong documentation skills including attention to detail, well organized and solution oriented.
• Works well in a fast paced, dynamic environment and under pressure.
• Flexibility and ability to balance multiple priorities and able to work within short timelines.
• Collaborates well cross-functionally with other departments .

Compensation

• 60k (base salary)
• Bonus
• Full benefits