Bilingual Customer Service Representative (FR/EN)

Summary:
Tsubaki of Canada Limited is looking for a detail-orientated Bilingual Customer Service Representative (French, English). This is a multi-function role that requires an individual to work with a number of different departments within the company. This role is responsible for receiving and processing orders, credits, and escalations in a timely and efficient manner. The role must maintain good customer relations by telephone, EDI, and e-mail communicating order information, diligently handling customer complaints, and processing expedites.

Essential Duties and Responsibilities:

1. Process Orders, Expedites, and all other customer requests accurately with a high attention to detail in a timely manner.
2. Consistently organize workload to ensure high priority and rush items are prioritized.
3. Work well with other team members and departments to ensure customers receive the best service possible at every point.
4. Effectively manage orders (phone, EDI, email) daily.
5. Deal with customer issues, concerns, and complaints in a timely and efficient manner.
6. Supply tracking information on shipments as the customer requires.
7. Coordinate rush orders as required with Production and Shipping.
8. Assist Inside Sales to expedite orders as necessary with Production.
9. Issue Return Good Authorizations to determine quality issues, relay findings to customer, and process next step accordingly.
10. Duties and Responsibilities may change as required.

Qualifications:

1. Exceptional interpersonal and communication skills and be able to present the company in a professional manner and provide excellent written reports.
2. Organization skills with attention to detail.
3. Good math and problem-solving ability.
4. Be personally motivated and able to provide creative thought.

Education and Experience:

1. Minimum of High School graduation.
2. Ability to communicate effectively in the French language is required.
3. Strong computer skills with the ability to use Microsoft software (Excel, Word, etc.).
4. Excellent verbal, written, and listening skills.
5. Take ownership of all opportunities, challenges, and mistakes.
6. Willingness to identify personal strengths and weaknesses and accept training, coaching, and criticism. Commit to a personal plan of development as necessary.
7. Able to handle a high-pressure call center environment where constant multi-tasking and prioritizing of daily work is essential.
8. A positive and friendly phone manner is critical.
9. A high level of empathy is required to identify customer concerns and convert them into a positive experience.
10. Ability to gain customer trust and retain it.