Bilingual Customer Service Representative

Bilingual Customer Service Representative

Full Time hours / 1 year contract

Location: Laval, Quebec – 100% in office

Hours: Hours : Monday–Friday:

• 7:00 a.m.–3:30 p.m. OR

• 8:00 a.m.–4:30 p.m.

• 30-minute lunch

Salary: Up to $75,000

PERKS

• Not a call center - no queue
• Training & Development - Access to multiple learning platforms (online, in person, 3rd party training institutions)
• Community Relations - We support and encourage our employees to volunteer their time and efforts in worthwhile causes and donate funds to assist various charitable groups.
• Access to multiple learning platforms
• Beautiful & Bright new offices
• Professional working environment
• People focused organization
• Dynamic Team

Position Summary:

Responsible for the processing and tracking of orders received via phone, fax, EDI or mail. Communicates required shipment and delivery schedules to our customers by serving as a liaison with internal departments. Handles all customer inquiries via phone, fax, email etc. regarding shipment tracing, shortages, overages, quality late shipments, etc.

Duties and Responsibilities:

• Accurately manages the order inputting process into JDE as it relates to prices, terms of sale, product, quantity, ship to- sold to and customer’s special instructions, etc. Completes all necessary paperwork required per sales orders.
• Maintains system accuracy on all sales orders and back orders to reflect reality of ship dates and if changes occur enters appropriate reason code.
• Participates with Customer Service Team to maintain call service standards
• Ensures SOX compliance process processes are followed, and necessary documents are verified and kept on file as needed.
• Maintains customer files including pricing data, payment
• and delivery terms, vendor control maintenance sheets, sample requests, etc.
• Works with internal supply chain departments to keep customers updated as to their order status if changes occur in a pro-active manner. Also ensures product knowledge stays up to date on current and future products.
• May coordinate truck delivers at certain locations with Traffic department.
• Coordinates returned goods from customer with Sales Representative / manager’s approval. Completes all product returns or invoice adjustments in a timely manner ensuring accurate reason codes are applied in JDE and appropriate forms and completed per department process.
• Maintains daily contact with Sales Representative regarding pricing inquires, discrepancies on customer’s purchase orders and updates on customer order status
• Participates in inventory counts as required.
• Maintains up to date price books and initiates all prices increases and ensures they are implemented in the invoicing system as assigned.
• Initiates outgoing calls to current and prospective customers to maximize weekly order file. Reports competitive activities to Sales team and processes requests for samples.

Education and Certifications:

• Bilingual French and English
• 3+ years of Customer Service experience) Product order management, preferably in a manufacturing environment.
• Post-secondary education in business management or equivalent field of study preferred.
• JDE or other mainline ERP such as SAP.