Bilingual Customer Service Representative

Description

The CSR will respond to customer inquiries and resolve customer concerns with minimal supervision. This position will require strong communication and problem solving skills in French and English, with the ability to handle large or major accounts.

Three years+ customer service or related experience

Ability and skill to up sell

Ability to work both independently and as part of a team

Ability to work well under pressure along with excellent oral and written communication skills

Accepts additional responsibility willingly

Capable of handling large or major accounts

Computer literate with skills in MS Office programs, expert with 10 Key

Consistently exceeds expectations in all performance areas including scorecard initiatives

Demonstrates professionalism and presents a positive image of the company

Demonstrates responsiveness and sense of urgency when dealing with customers

Excellent verbal and written communication

Flexible to schedule changes when necessary

High school diploma or GED required

SAP experience strongly desired

Makes good decisions, works independently and with minimal supervision when required

Shows initiative (Problem Resolution)

Strong listening and interpersonal skills, with the ability to develop and maintain effective working relationships

Strong organizational skills with the ability to handle multiple tasks and able to analyze problematic situations for our customers

Uses resources and support systems to investigate, analyze and resolve outstanding issues to achieve customer satisfaction

Develops customer relationships by phone, written correspondence, fax or email

Accepts ownership of individual results including maintaining process and call center quality standards

Responds to internal / external inquires regarding order entry, order status, returns, product and warranties

Acts as liaison between the customer and ESAB

Ability to resolve outstanding matters

Demonstrates responsiveness and a sense of urgency when dealing with customers with the demonstrated ability to resolve outstanding issues

Ensure all processes in department comply with ISO standards or policies while promoting a quality mind set for all employees

Provides general product knowledge / features and benefits of ESAB products.

Order Entry, RMA’s, Credits, Quotes

Other duties as assigned.