Bilingual French / English Order entry / Customer service

On site Vaughan

Order entry, customer service

$50,000 -$55,000

Company paid Benefits

Position Summary: The successful incumbent will provide superior bilingual (English/French) customer support to our internal and external customers. This role is responsible for the accurate and timely processing of orders, RMA and customer interactions.

Essential Responsibilities and Accountabilities

Order Processing/Order Management:

• Administer customer orders and change orders into the ERP system NetSuite as per SOP and booking policy. Verify data such as part numbers, pricing and contract terms for accuracy.
• Retrieve, confirm, update status and/or cancel customer purchase orders via various customer portals.
• Acknowledge orders to the customer after order entry via email, SPS commerce and/or the customer portal.
• Daily review of open orders report, correct any orders with ship location/item location discrepancies, follow-up on pending approval status or blank fields.
• Run order discrepancy reports to ensure pricing, case packs and order terms conform to records. Escalate inconsistencies to AM and follow-up to conclusion.
• Monitor and resolve SPS Order Exceptions log issues regularly.

Customer Service:

• Respond to customer emails and phone calls in a timely manner with a positive, empathetic and professional attitude. answers need to be completed within service level agreement of 24hrs.
• Troubleshoot and step the customers through a series of actions to resolve a problem.
• Manage customer complaints, collaborate with other departments to ensure a seamless customer experience.
• Process warranty replacements or missing parts; expedite corrections. Record transactions for reference.
• Execute Return Merchandise Authorization (RMA) efficiently and per service level agreement timeline ensuring supporting documentation is saved in the ERP system NetSuite. Determine to return product back to warehouse or destroy in field as per RMA SOP guidelines.

Run custom sales reports as requested.

• Manage front desk reception as needed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Post-secondary education

Must be bilingual French and English (written and verbal)

2-5 years' experience in a similar supporting role

Strong MS Office, NetSuite and SPS commerce an asset.

Language & Communication Skills

Ability to write routine reports and correspondence in English. Ability to speak effectively before groups of employees of organization. Excellent communication skills, both oral and written

Strong team player

Strong Customer Service skills

Strong English and French Language skills

Strong Organizational skills

Strong Problem-Solving skills

Detail oriented

Physical Working Environment

Standard office environment, Open office concept.

Team environment, shared centralized email, phone mailbox and workload.

Technical Skills

Advanced working knowledge of MS excel

Intermediate word

Customer Portals familiarity

• Casual dress
• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

Concord, ON L4K 2A3:

• bilingual customer service: 3 years (preferred)