Bilingual Customer Care Representative

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. 

• 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.

•  Fluently bilingual – English/French (Spoken and Written).
• Proficient in Microsoft Outlook, Excel and Word – Intermediate to Advanced level MS Excel.

• 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.

• Secondary School Diploma required.