Bilingual Customer Service Representative

Avantor • Edmonton, AB

8d • CA$44,000 - CA$71,300 • Remote

About The Position

The Customer Service Representative is responsible for processing customer purchase orders, resolving order-related issues, handling internal and external customer inquiries, cross-referencing products and offering substitutes to increase revenue, expediting shipments, and communication with suppliers, customers, and sales representatives. Customer Service Representatives serve as a liaison with all parties to enable sales growth. This position is 100% remote in Canada.

Requirements

• High School diploma is required
• Bilingual French/English verbal and written required
• Intermediate PC skills required; must be able to work in multiple systems concurrently, utilizing multiple monitors

Nice To Haves

• 1-3 years’ applicable experience in customer service type role is preferred
• SAP, C4C (SAP Cloud), or other CRM tool experience preferred.

Responsibilities

• Maintains and attracts potential customers by handling inbound customer communication (calls/emails) relating to the processing, expediting, and troubleshooting of customer orders in both French and English.
• Owns the customer request and experience from initiation to conclusion.
• Processes, via computer, all customer requests. Utilize multiple and often complex systems, programs, on dual monitors in order to research information.
• Research and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.
• Follows up with sales, suppliers, and customers on any outstanding issues.
• Looks for opportunities to provide solutions.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Performs other duties as assigned.

Benefits

• The expected pre-tax pay for this position is $44,000.00 - $71,300.00

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED