Customer Service Representative Bilingual

The Customer Service Representative (CSR) is responsible for establishing and maintaining relationships with external customers/vendors and internal teams to ensure order requirements are met in a timely fashion. The CSR will ensure that an excellent standard and high level of customer satisfaction is maintained. The CSR has a role as brand ambassador and provides positive brand experiences to all customers. This CSR position will report to the North America Customer Service Manager and will be based remote in Ontario, Canada. This position requires fluent language capabilities in both French and English.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Manage assigned customer accounts per instructions (particularly scheduled shipments) and update as needed on customer service network drive. Continuously monitor and follow up as needed.
• Process customer orders for shipment, and internal orders, Point-of-Sale/drop-ship orders to vendors via BOE Daily EDI Program, Excel, mail, phone and fax.
• Determine shipment dates by customer requirements, order size, warehouse efficiency, etc.
• Respond to all inquiries from customers and internal teams on a timely basis regarding inventory availability, pricing, order status, sales terms, promotions, shipment/delivery dates, etc.
• Coordinate shipping priorities and resolve shipping discrepancies with customers, sales, distribution, 3PL, and other departments to ensure orders are shipped to per specifications.
• Process invoices and credits within ERP system appropriately.
• Run various ERP/CRM queries, including daily reports for sales/inventory teams, customers, quality hold orders to verify/release quantities, zero-shipped Factory-Direct orders.
• Provide return authorization and reshipments of products when required.
• Use root cause analysis and professional judgement to solve challenging customer issues within company policy/procedure.
• Provide “soft” technical assistance to customers such as interchanging of part numbers or specific applications using company guidelines provided by the technical team.
• Maintain complete confidentiality in customer account costing and pricing information.
• Submit credit requests and facilitate expediting releases of orders with advanced credit approval, as approved by the credit department.
• Work cross functionally to best support customer needs, order fulfillment, and internal project activities.
• Lead continuous improvement initiatives and participate in launching processes changes/updates.
• Back up the work of other CSRs when required.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE:

• HS Diploma required, associate’s degree preferred.
• A minimum of 4 years of customer service experience with Lead CSR or supervisor experience preferred.
• Fluent in English and French; spoken and written communication.
• ERP (AS/400 preferred) experience required; Epicor CMS preferred.
• Intermediate Excel skills required (Look Ups, Pivot Tables, formula driven data analysis).
• Professional communication skills, with a strong level of responsiveness, and proactivity.
• A team-player with a positive attitude and willingness to support team when needed.
• Highly organized with ability to prioritize and re-prioritize tasks in a fast-paced environment.
• High attention-to-detail to maintain high accuracy on various parameters and reports.