Job Description
Bilingual Customer Service Representative/Order ManagementFull-Time, PERMLocation: Montreal -HYBRID (2 Days in Office, 3 Days Work from Home)Hours: Monday to Friday (there are 3 shifts to choose from (7am to 3pm, or 8am to 4pm or 9pm to 5pm) – FlexibleSalary: Up to 60KCompany:Established in the 1950s, our client is a leading product and service provider specializing in industrial tools, systems, and equipment. They have over 200 distributors across Canada supported by a nationwide sales, distribution, and service network. They are committed to providing high-quality, state-of-the-art, efficient products for customers, while saving them money and respecting the environment.Job Summary:The Customer Service Representative responds to incoming customer calls relating to parts or machines and process customer orders. In this role, you will listen to and resolve customer needs in a manner that elevates their overall customer experience. PERKS:Benefits: Medical, Dental, VisionPension Plan and RSP matched by company 3% Excellent salary and great place to workLife Insurance. STD, LTDGym membership with GoodlifeTuition reimbursementNorth American Training AcademyHoliday parties and other monthly social eventsOpen door management that promotes employee trust and autonomyThe Order Fulfillment Specialist will be an official resource for the Canadian Order Fulfillment Team. This position will be responsible for Supply Chain related tasks such as open order reporting to customers, expediting where available and working with regional and global colleagues to resolve late orders and order issues.Responsibilities:Order management of assigned customer accounts including quotes, order entry, order follow upMaintain a good image of the Company and build good relations with internal/external customers in handling their queries, complaints, etc.Inform clients about services and products available, and make recommendations where possibleHandle disgruntled or dissatisfied callers in a courteous and professional manner. Strive to resolve client issues on the first call without escalation.Prepare and distribute open order reports to all impacted stakeholders. Reports will include the status of all open orders, expected ship dates, expedites where available and additional pertinent information.Coordinate with internal suppliers and colleagues for order inquiries, expedites and issue resolutionExpedite customer orders at customers request and whenever possibleParticipate in customer collaboration meetingsSkills and Abilities:A minimum of 3 years of full Order ManagementMust be Fully Bilingual English and FrenchStrong customer service and troubleshooting skillsComputer literate, including effective working skills of MS Office and Lotus NotesExceptional conflict resolution, negotiation, and objection handling skillsCustomer FocusExcellent interpersonal skillsTeamworkAble to work well under pressureStrong attention to detailAble to deal with people sensitively, tactfully, diplomatically, and professionally at all times.