Bilingual Project Coordinator​/Customer Support Representative

Bilingual Project Coordinator / Customer Support Representative - Calgary SE (Permanent Position)
This is a bilingual imperative position, requiring candidates to meet with hiring criteria when applying. Please do not apply if you cannot speak, read and write in French fluently – Requirement for this position.

Job Summary:

Perform duties related to the Company's operations, clearly communicate specialized technical packaging information, provide customer support regarding projects to positively affect the growth of business, and exercise independent judgement on all aspects of position. Interactions with customers is fundamental to the Company's business.

Overview of

Essential Duties and Responsibilities – Not limited to:

Coordinate all aspects of projects - start to end, provide technical support on film structures and packaging design.

Interact with customers on matters of significance to the Company.

Rely on specialized knowledge of film chemistry, Company's products and services to produce results for the customer and Company.

Assess and build positive customer relationships, be proactive in asking key questions to determine and meet customer needs in a timely fashion.

Communicate key business transaction information with customers via telephone and email, including handling of all customer inquiries for assigned accounts.

Interact professionally with customers, build strong rapport, ensure customers' needs are met.

Enter and track quotes, orders, samples, etc. using approved software.

Follow up on quotes on regular basis until order is received or opportunity deemed lost.

Follow up on quotes and orders using an understandable system (SOP) that can be assumed by others in the office using a system similar to Standard Operating Procedures (SOP).

Provide feedback to customers, facilitate customer satisfaction with service received.

Gather and send samples to customers, sample selection facilitating business growth through communication using produced product samples.

Enter analysis requests as required, follow through to completion, transmit information to customer or sales representative, maintain good records using approved software in required method.

Send credit applications and all other appropriate forms to new customers, ensure credit is approved before orders are entered, and send art requirements and Company’s site information to new customers.

Act as coordinator for artwork process, serve as point of communication for customer on all aspects of art process.

Enter required claims, follow through to close of claim. Maintains record of claim in approved company software.

Communicate with other departments as required to keep projects on track. Comprehend and follow directions.

Locate information for customers, use knowledge of film to advise customers on packaging needs to clearly communicate with customers in a positive manner reflecting Company’s philosophy of exceeding customer expectations for excellent customer support.

Learn and understand basic film structures and packaging, continually strive to expand knowledge of the flexible packaging industry. Communicate and share that knowledge with others.

Interact professionally and clearly communicate with colleagues in other offices.

Maintain records of all inquiries, orders, etc. in approved software with appropriate documents attached, and maintain hard copies of inquiry records as appropriate.

Perform job in an organized manner so that other customer support representatives can easily assume duties during an absence. Follow SOPs as defined by team leader/manager.

Assist as needed in organization of samples and sample room, and with mailing and assembling training materials.

Attend training sessions and comprehend training materials and subject matter. Understand and act in accordance with the company's policies and standard operating procedures.

Use tact, discretion, and initiative, and work well in a progressive, team-oriented environment.

Demonstrate continuous effort to become more proficient in duties, improving operations, streamlining work processes and working cooperatively to provide quality customer support.

A self-starter with a positive…