Bilingual Customer Service Representative - Full Time

I. SUMMARY OF POSITION:

This bilingual (French) customer service representative is responsible for delivering world-class, high-touch customer service by using verbal and written communication to serve both internal and external customers (B2B) located in the Canadas and the US. The customer service representative will also be responsible for handling all activities related to the accurate processing and expediting of distributor orders.

This customer service representative will also assist end-users (B2C). This includes using product knowledge and a positive demeanor to provide accurate information about our products, answer questions, and resolve customer concerns. Strive to build customer intimacy to secure end-user dedication for our brands to ultimately drive future sales.

II. ESSENTIAL FUNCTIONS:

Responsibility	% of Time
Respond positively and professionally to inquiries, requests, and concerns from internal (Sales Managers/Sales Reps) and external (B2B - Distributor/Retailer) customers via phone, fax, e-mail, and mail. Examples: -request for quote -stock availability -order status/tracking information -damage/shortage claim -return authorization or log customer complaint -non-warranty repair quote and generating invoice -phone order -freight quote -product information -verify customer terms -general questions	30%
Daily review and accurate processing of (B2B) customer purchase orders, which includes notifying customers of discrepancies, sending confirmations, receiving EDI documents, and preparing export documentation (Commercial Invoice, SLI, COO), as needed	25%
B2C (Consumer/End User) - Respond positively and professionally to inquiries, requests, and concerns from end-users via phone, fax, e-mail, and mail. Examples: -product selection and where to buy -technical support specific to a consumer’s application -troubleshooting -return authorization or log customer complaint -forward non-warranty repair quote and process credit card transaction -replacement part -accuracy specification -product information -general questions	25%
Communicate with all internal team members in a positive and professional manner via email, phone or in person: -Production Scheduler – regarding product availability/lead time for domestic items -Purchasing Department - regarding product availability/lead time for import items -Quality Department – immediately report issues relating to defective products in the field -Service Department – communicate weekly to confirm returned units, return authorizations & repair quotes align with the status information Customer Service has on file -Shipping Department –regarding expediting orders, cancellations, changes, shipping errors, etc.	5%
Support team members in the Sales Department by setting up new customer accounts and maintaining current customer account information, assisting with timely completion of quotes, and assisting with resolution of customer sales inquiries.	5%
Update customer web portals by downloading orders, providing shipping information, and invoicing orders	5%
Log all calls and emails for tracking to improve the customer experience and determine future staffing needs	4%
Make outgoing calls to customers regarding surveys, sales, promotions, etc.	1%

***NOTE: The customer service representative may be assigned to other tasks or projects requiring comparable or lesser skills, as company needs dictate.

	Essential	Desirable
Education	Associates Degree or equivalent job experience	Bachelor’s Degree in Business, Communication, or related field
Experience	Two years Customer Service experience	Three to five years Customer Service experience in a manufacturing environment
Experience	Two years French reading, speaking and writing	One to three years Customer Service experience utilizing French to accommodate customer needs through reading, speaking or writing.

Special Skills/Abilities

This position requires proficiency with reading, speaking and writing French for our Canadian customer base.
Requires proficiency in Microsoft Office Suite, especially Microsoft Excel and Word (Access proficiency desirable, but not essential).
The understanding of basic construction projects and/or technical knowledge of electronics is desirable for use in providing excellent customer service regarding electronic leveling devices.
A high level of professionalism, attention to detail, as well as the ability to maintain positive relationships with internal and external customers are key to this position.
A high level of energy and self-motivation are attributes that would be ideal for a person in this position to possess.
It is critical that the person in this role is extremely reliable and prompt as we expect them to serve our customers to the highest level every day.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.