Bilingual Customer Service Specialist

OVERVIEW

The Bilingual Customer Service Specialist is a Supply Chain professional who supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. As a Customer Service Specialist, you are the main point of contact for customer orders and inquiries and you assist our customers by being a liaison between Customer Service, Sales and Supply Chain. As a successful CSS, you enter orders or respond to inquiries per our assigned Key Performance Metrics and communicated Service Level Agreements. As a CSS, you are expected to collaborate and proactively track and trace and communicate the flow of orders and information to customers. You will use resources available to ensure full understanding and visibility of any past, current and future risk to customer supply. The CSS ensures customer satisfaction by implementing corrective actions to mitigate these risks and effectively communicate with the customer through to resolution on a first in first out basis.

DETAILED ROLES & RESPONSIBILITIES

• Effectively manage the manual and EDI order capture process to service all customers across all channels Accurately process customer Bulk and Liquid orders within 4 hours on average and all other orders within 8 hours on average from time of receipt Effectively work in a fast-paced team environment where customers rely on our accurate and timely responses to their needs Work across the end-to-end supply chain accurately use customer contracts and meet our mutual business requirements Proactively track order status and notify customer of delays Processes Customer Complaints and Returns according to our policies Drives to improve the % automated order capture or inquiry response as available
• Efficiently manage of incoming Esker CIM tickets in line with an agreed Customer Service Policy via ESKER, phone and in person Work only in ESKER CIM for customer inquiries and clearly escalate to leadership if a customer sends requests outside of Esker CIM Analyze data and respond to customer questions in a timely manner, with urgency within 1 hour or less, on average Provide full resolution to customer CIM tickets within 2-4 hours or less on average Provide pro –active support in ensuring customer deadlines/expectations are met Resolution of key customer inquiries around order to cash including working with Distribution, Sales, Supply Chain and Finance to seek resolution. Educate and enforce the company rules of supply chain such as lead times, Minimum Order Quantities, product information, delivery & pick up dates, etc.
• Establish strong and professional communication with internal and external customers, and internal colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are effectively communicated and met
• Strong focus on high quality work including, “right first time” order entry and / or inquiry responses
• Work proactively as needed in PowerBI to check for order correctness, Past Due orders and make changes/follow ups as needed
• Escalate challenges or concerns from customers to the Escalations Team, CS Supervisor and/or CS Manager when needed for immediate customer service resolution
• Additional responsibilities to support the development and growth of the US Customer Service team
• Team oriented attitude to assist and cover for others when needed due to leave of absence or vacations.

WORK EXPERIENCES

College education with a minimum of two years in Customer Service.

Computerize order entry experience mandatory.

Must be fluently bilingual (spoken and written) in English and French.

Microsoft Office

SAP experience considered an asset

EDUCATION REQUIREMENTS

• College Education
• Equivalent combination of education and experience will be considered

SUPERVISORY RESPONSIBILITY

• None

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Drive for Results – perform independently and manage multiple tasks/projects simultaneously
• Execution – Attentive to detail and demonstrated ability to deliver on accountabilities.
• Communication- Strong influencing and communication skills
• Ability to manage workload and identify priority tasks to meet tight deadlines
• Good team player and remains calm under pressure, supporting the company mission
• Good verbal and written communication skills
• SAP or computer literacy (ideally good Excel skills)
• Knowledge about company products and internal processes (preferred)
• Effective task management and team player
• An ability to learn quickly and work effectively with people at all levels of the organisation