Magnet is helping our client, a North American Consumer Product Organization look for a Bilingual Customer Service Representative to join their growing business and work out of their Mississauga Head Office. This individual will provide courteous, efficient, and prompt customer service to customers, internal key stakeholders, and potentially provide leadership for the Customer Care team in partnership with the Supervisor. Tasks include managing incoming calls, requests and order processing as well as making outbound calls to customers. You will develop strong relationships with customers and internal sales & supply chain teams to help the business achieve team goals.
Customer Care Accountabilities:
- Provide excellent customer service across every aspect of the job
- Process customer orders through incoming calls, email and other channels using the ERP system
- Responsible for developing and maintaining solid relationships with both customers and the sales team
- Support specific assigned customers to nurture and grow annual sales performance
- Oversee order management accuracy with a focus on enhancing order size
- Resolve customer questions and manage troubleshooting with speed and professionalism
- Log Cases in CRM system to track all customer incidents and inquiries
- Perform administrative tasks including customer activations, credits & rebills
- Engage in revenue generating outbound calls, including retention and lead qualification
- Make informed decisions about pricing exceptions
Key Competencies:
- Fully Bilingual (French/English)
- Customer focused and dedicated to exceeding the expectations of internal and external customers
- Leadership skills & strong ability to prioritize
- Coaching & Mentoring
- Conflict resolution
- Accountability
- Collaboration skills
- Delegation skills
- Problem solving
- Excellent written and verbal communication
- Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads
- Strong organizational skills to allow for the successful completion of multiple tasks
- Self-starter with a strong desire to see results
- Team player with positive attitude
- Proven agility, flexible and able to adapt to new challenges and procedures
Education / Experience:
- High school diploma required. College diploma and/or University degree an asset & preferred
- A minimum of 2 years Customer Service experience
- Experience managing people an asset
- Experience working in a consumer packaged goods or automotive lubricants environment is an asset
- Superior PC and Microsoft Suite skills
- Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset
