Description
Bilingual Customer Care Representative
FULL TIME, Permanent
Location : Whitby, ON
Hours : Mon-Fri 8am-4 : 30pm
Salary : Up to $60K
Perks :
- Employee development
- Casual dress code policy
- Full benefits after 3 months
- EAP Plan
- Pension
- Profit Sharing
- Family environment
- Excellent training
Job Summary :
You will be responsible for implementing account strategies and communicating status updates to customers and providing company products and service information to consumers either online through chat, email or phone.
Responsibilities
- Proactively manage customer transactions from order through to payment cycle.
- Receive, vet and monitor all EDI and manual orders via SAP.
- Manage customer orders to fill performance expectations, minimize service impact and manage spike demand through day-to-day communications with Operations and Shipping.
- Liaise with internal / external customers to gather information & use analytical and Excel skills to enhance customer satisfaction.
- Provide company products and service information to the consumer either online, through chat, email or on the phone in accordance with departmental goals.
- Resolve consumer problems and provide troubleshooting support, in a timely manner.
- Identify areas of complaint and work on solutions and implement accordingly with the consumer.
- Adapt to changing products and be able to interpret new information quickly and accurately.
- As part of the professional front line contact you will be an expert at troubleshooting consumer issues using, and capturing all consumer feedback.
- Daily filing and monthly archiving in accordance with company procedures.
- Distribute samples for consumers and / or marketing requests in a timely manner.
Skills Required
- Fluently bilingual English / French (Spoken and Written).
- Proficient in Microsoft Outlook, Excel and Word Intermediate to Advanced level MS Excel.
Experience Requirements
- 5 years’ strong Customer Service and order management experience (business to business) dealing with products.
- Experience with online chat and ecommerce / web sales.
- EDI experience is mandatory
- SAP experience is mandatory.
Education Requirements
- Secondary School Diploma required.
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