Hybrid Bilingual (English / French) Customer Service Representative

Job Summary

The Bilingual English / French Customer Service Specialist plays an essential role in the customer experience by managing the order process, resolving customer issues when they arise, and supporting internal departments.

This Hybrid position is responsible for efficiently entering customer orders into the ERP systems, ensuring accuracy of order information, and remaining compliant with the CooperVision Quality Management System.

Strong verbal and written communication skills in English and French are required to field Sales Rep and customer orders and inquiries via phone, email and chat in a standard contact center environment.

Essential Functions & Accountabilities :

• Review order information received by customers to ensure completeness and clarity of order details, and reach out by phoneor email to clarify any discrepancies
• Accurately and efficiently enter a high volume of sales orders into the ERP system via manual entry, received by phone, email, or fax
• Effectively communicate with internal and external customers regarding order and delivery status; Investigate and resolve problem orders
• Timely response to general customer inquiries, both verbally and via written business correspondence via email
• Collaborate effectively with internal partners (other Customer Service team members, Sales, Technical Consultation, Manufacturing / Shipping, Accounts Receivable, via phone, email, instant message, virtual meeting (MS Teams or similar) or in-person
• Partner with the Sales team to support unique customer requests
• Proactively communicate or escalate high-impact customer issues to leadership, Sales team, or as appropriate
• Submit and / or approve credits and adjustments within appropriate authority level
• Ensure that all customer complaints are captured and responded to appropriately, in line with regulatory guidelines
• Maintain and apply up-to-date knowledge of company products, procedures, processes, and tools
• Attend training and coaching sessions as assigned
• Maintain accurate and detailed records of customer communications and transactions in the ERP
• Focus mainly on order entry, but will be trained to handle one or more specialized work processes (new accounts, returns, manual reports, consumer care,
• Training and mentoring of new team members
• As business needs dictate, work extended hours to complete daily department goals or tasks
• Other related duties and assignments as required or apparent

Qualifications

Knowledge, Skills and Abilities :

• Familiarity with MS Dynamics ERP or similar system is a plus
• Knowledge of the eyecare industry is a plus
• Proficient in Microsoft Office suite (Word, Excel, Outlook, Teams) and comfortable with web-based video conferencing (Teams, Webex,
• Strong attention to detail
• Exceptional written and verbal communication skills
• Demonstrated analytical and problem-solving ability
• Excellent telephone presence and a high degree of professionalism
• Effective organization, planning, and time management skills
• Ability to thrive in a fast-paced environment
• Ability to work and learn independently to expand knowledge of products, processes and tools while also working well in collaboration with others.
• 2+ years of customer service experience
• Fluency in written and spoken in English and French is Required

Work Environment :

• This is a Full-Time role
• Hybrid (3 days in our Richmond Hill office, 2 days work from home)
• Work hours are : Monday - Friday, 9am - 5pm EST
• Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.

We Offer :

• Great benefits
• Career Growth opportunities
• Strong team culture
• Work / life balance and more!

Affirmative Action / Equal Opportunity Employer. Minority / Female / Disability / Veteran #LI-AK1

LI-Hybrid