Bilingual Customer Service Representative

Responsibilities

Ensure 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 the order entry system by:

Developing detailed knowledge of the order entry system

Focusing on details – ensuring correct price, product number, description, etc.

Identifying any low stock/stock‑out issues and escalating to appropriate person(s)

Provide superior customer service by:

Working with internal teams to proactively expedite critical orders or orders for target accounts

Keeping customers informed of the status of orders, inquiries, shipments, problems, etc.

Referring to others for technical recommendations as required

Exhibiting courtesy, patience, and 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 asking 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 with the appropriate Outside Sales representative

Keeping in regular communication with the Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts

Executing quotation follow‑up and maintaining/updating the 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

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 enthusiasm, passion, confidence, and an optimistic attitude

Must be a collaborative and 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

Working knowledge of fluid handling equipment and technical/mechanical processes (Desirable)

Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems (Desirable)

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