Bilingual Customer Service Specialist

What you’ll do:

Position Overview:

Responsible for providing bilingual support to Eaton customers, distributors, end users, potential future customers and Field Sales with technical support and product, delivery, pricing, claims/returns and program information. The incumbent will also manage customer orders, including order entry and order changes, and will expedite orders and shipments with operations.

Additional Responsibilities: 

• Serve as a key point contact for all product related activities that are handled through the EatonCare Customer Service Centre (pre-order/present-order/post-order)
• Provide telephone support for order entry, order expedites, special shipments as well as any other inquiries related to shelf-good products
• Enters new orders from customers through multiple order entry systems, with emphasis on error-free order management and same-day order entry. Enters changes and cancellations from customers through multiple order entry systems, using established business rules
• Provide product selection and identification for new applications, as well as cross reference for old-to-new and for competitors’ products
• Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information
• Proactively communicates in a timely manner with external customers about order verification, order status, pricing and shipment status. Communicates in a timely manner with supply chain to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests
• Manage orders in an environment within a fast-paced and changing environment across multiple business systems
• Provide cross-functional support to our logistics and supply chain department as well as warehouses across Canada
• Applies extensive knowledge of business processes and systems to excel at the following: expedite orders to prevent customer line downs or machine downtime; process emergency and/or expedited orders and shipments in a timely manner; provide customers and/or distributors with product information; and prepare price quotations
• Maintains accurate and organized order files, order acknowledgments and customer contact information (including ship-to addresses)
• Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Regularly participates in cross-functional teams to solve recurring customer issues

Qualifications:

Basic (required) Qualifications:

• University degree or college diploma from an accredited institution
• Bilingual in English / French – will be required to communicate fluently in French with the customers and sales and English with all other supporting functions
• Minimum 1 year of customer facing/ customer service support experience
• Must be legally eligible to work in Canada without company sponsorship now and in the future
• No relocation provided. Must currently reside within 80km of the posted working locations to be considered 

Preferred qualifications:

• Knowledge of ERP (Oracle / Sterling platform preferred) 
• Working knowledge of Microsoft Office 
• Knowledge of electrical and mechanical components and systems
• Previous experience working in a call center environment 

Position Criteria:

•    Ability to multitask and work in a fast-paced environment
•    Effective time management and strong analytical skills
•    Excellent interpersonal skills (verbal and written communication). Communicate with administrative, operations and supervisory staff as required
•    Proficient in creative problem solving, conflict resolution and managing priorities
•    Strong computer skills and highly proficiency in Microsoft Office suite applications