Bilingual Customer Service Representative

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 them 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

Assist 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

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

Requirements

College Diploma in a related field

Strong written and verbal communication skills in both French and English

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

A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation.

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