• Member Announcements

  • Bilingual (French) Customer Service Representative

    Posted: 03/19/2021

    Summary
    This bilingual (French) customer service representative is responsible for delivering world-class, high-touch customer service by using verbal and written communication to serve both internal and external customers (B2B) located in the Canadas and the US.  The customer service representative will also be responsible for handling all activities related to the accurate processing and expediting of distributor orders.  This customer service representative will also assist end-users (B2C).  This includes using product knowledge and a positive demeanor to provide accurate information about our products, answer questions, and resolve customer concerns.  Strive to build customer intimacy to secure end-user dedication for our brands to ultimately drive future sales. 

    Responsibilities
    Respond positively and professionally to inquiries, requests, and concerns from internal (Sales Managers/Sales Reps) and external (B2B - Distributor/Retailer) customers via phone, fax, e-mail, and mail.

    • request for quote
    • stock availability
    • order status/tracking information
    • damage/shortage claim
    • return authorization or log customer complaint
    • non-warranty repair quote and generating invoice
    • phone order
    • freight quote
    • product information
    • verify customer terms
    • general questions 
    Daily review and accurate processing of (B2B) customer purchase orders, which includes notifying customers of discrepancies, sending confirmations, receiving EDI documents, and preparing export documentation (Commercial Invoice, SLI, COO), as needed. B2C (Consumer/End User). Respond positively and professionally to inquiries, requests, and concerns from end-users via phone, fax, e-mail, and mail.
    • product selection and where to buy
    • technical support specific to a consumer’s application
    • troubleshooting
    • return authorization or log customer complaint
    • forward non-warranty repair quote and process credit card transaction
    • replacement part
    • accuracy specification
    • product information
    • general questions
    Communicate with all internal team members in a positive and professional manner via email, phone or in person:
    • Production Scheduler – regarding product availability/lead time for domestic items
    • Purchasing Department - regarding product availability/lead time for import items
    • Quality Department – immediately report issues relating to defective products in the field
    • Service Department – communicate weekly to confirm returned units, return authorizations & repair quotes align with the status information Customer Service has on file
    • Shipping Department –regarding expediting orders, cancellations, changes, shipping errors, etc.
    Required Experience:
    • Associates Degree in business or related field, bachelor's degree preferred
    • One to three years of experience in a demanding customer service role. 
    • Two years experience reading, speaking and writing in fluent French. 
    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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