Bi-Customer Service Rep

Job Description

Description

Bi-Customer Service Rep Job Order

Employment Type:

Permanent Web Publication Date:11/2/2021 Job

Location:

Richmond Hill Ontario Brief

Description:

GENERAL SUMMARY:

This position is responsible for providing a customer end to end support throughout the order management process for This Company's Canadian Division. It will implement changes necessary to support the Voice of the Customer. It will serve as the single point of contact for sales representatives and assist with various needs.

Job Description:

ESSENTIAL

DUTIES AND RESPONSIBILITIES:

* Responsible for end to end customer support:
* Provide support throughout the order management process as the single point of contact for customers and sales handling all functions associated with a customer purchase order.
* Drive the resolution of product/shipping/service disputes and escalate customer issues when appropriate. Manage the disputes, resolutions, and follow up.
* Manage, record, and follow up on return material requests and customer concerns according to Company policies.
* Answer product related questions and/or transfer calls to the appropriate department.
* Responsible for supporting sales representatives with order processing, new product launches, sample requests, and customer dispute resolutions.
* Manage orders through multiple steps including Credit approvals, Program approvals, special requests, and delivery.
* Manage standing order requests, processing, changes, communications, and deliveries.
* Work with the team to maximize revenue by providing superior customer satisfaction.
* Ensure corporate and departmental objectives are met timely and accurate. Respond to Voice of the Customer measurements and take action to improve.
* Engage in individual and team training opportunities.
* Manage and lead special projects that support company and departmental objectives.

JOB SPECIFICATIONS:
* 1-3 years customer service/account management experience in related industry.
* Excellent French & English communication skills
* Demonstrates ability to work independently and uses resources wisely.
* Good written and verbal communication skills, typing of 50 wpm, and a professional attitude required.
* Ability to work under pressure and in a fast-paced environment a must.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
 
 
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