Job Summary
We are seeking a talented Bilingual Customer Service Representative for our Mississauga, Ontario location! The ideal candidate will be passionate about serving the customer and committed to our mission of putting the customer first.
Reporting to the Customer Service Team Lead, the Customer Service Representative will support a large variety of customers from small, local accounts through to large, strategic accounts.
They will ensure the timely and accurate processing of all customer orders and inquiries with expedience and proficiency, with the goal of meeting company standards and exceeding customer expectations.
If you are looking for a role where you can make an impact and where each day offers something new, then this opportunity is for you!
Responsibilities
- Process incoming customer purchase orders via phone, fax and email; including order entry, order maintenance, credit and debit note processing
- Place customer product orders using an ERP system while ensuring efficiency and high attention to detail.
- Review and resolve issues related to pricing errors, discontinued items, below minimum quantities or below minimum order level.
- Initiate contact with the customer to communicate and resolve any issues, respond to customer inquiries and consistently provide excellent service.
- Ensure Return Merchandise Authorizations (RMA) are issued in accordance with company policies.
- Work closely with 3PL providers and logistics teams to effectively manage outbound orders.
- Collaborate with cross functional partners including Sales, Service, Marketing, Distribution and Finance to resolve product quality issues in a timely and efficient manner.
- Develop strong knowledge of ACCO Brands products, policies, procedures and systems.
- Support department manager by generating reports on department metrics.
- Make recommendations for improvement of existing processes.
Qualifications
- Minimum High School diploma
- 1 to 2 years of experience in a customer service role preferred, but not required
- Able to read, write and speak fluently in English and French
- Excellent oral and written communication skills
- Strong analytical and problem-solving skills
- Able to work independently, with a strong sense of organization and attention to detail
- Committed to service excellence to ensure the best possible customer experience
- Demonstrated ability to handle stress and resolve conflicts with diplomacy and tact
- Working knowledge of MS Office suite
- Knowledge of Oracle, SAP and other ERP systems is considered an asset
- Must be able to work from our Mississauga, Ontario location on a Hybrid basis.
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