Bilingual Customer Service Administrator

• Treats customers courteously
• Responds to customer requests in a timely manner
• Proactively identifies customer needs
• Takes responsibility to resolve customer complaints
• Elicits feedback from customers to monitor their satisfaction
• Liaise with other departments/divisions to promote positive customer experience
• Accepts and processes orders, following established business rules including customer changes and cancellations
• Expedites orders to prevent downtime
• Proactively communicates with customers about order verification, order status, pricing and shipment status
• Actively seeks to maintain accurate delivery dates
• Processes sample requests in accordance with established guidelines
• Maintains accurate and organized records
• Assists in maintaining account and contact information in CRM
• Promotes customer satisfaction by developing and maintaining excellent relationships with distributors, customers and departments within the organization
• Supports RMA (Returned Material Authorization) process via CRM system
• Proactively assists in creating awareness of promotions/specials through email, phone calls and ensure CRM is updated
• Assists in cross-selling and upselling products where possible

• Bilingual (French & English) both written and spoken is essential
• Previous experience in a call center, customer Support / Service role
• Excellent Knowledge of MS Office Software
• Experience with ERP and CRM software packages
• The ability to multi-task is essential
• Excellent Communication Skills
• Detail oriented and Accurate
• Creative thinking and problem solving
• Excellent time management and organizational skills
• Ability to work in a team environment and/or independently is considered critical

Interest in new technologies is a plus

• Opportunity to learn and develop new skills
• Gain valuable experience with a well-established company
• Great location in Milton