Bilingual Customer Service Associate

Responsible for performing order processing, and customer service and supporting the Sales and Marketing team with the day-to-day requirements of distributors/retailers.

Detailed Responsibilities

• Accurately and efficiently perform order entry and invoicing; maintaining customer web portal with shipping notices and invoices
• Ensure purchase order pricing matches correctly to customer or provincial pricing in ERP system
• Prepare proforma invoices
• Track shipment of products to customers to ensure timely delivery
• Expedite customer orders as required
• Answer incoming calls and emails from customers
• Handle and resolve customer requests where judgement and initiative are required to resolve and/or make recommendations.
• Proactively assist customers with orders, product inquires, product availability and return requests
• Investigate and resolve problems released to shipment of product (damages, order discrepancies, etc.)
• Process return authorizations for product complaints
• Escalate customer issues, inquires and feedback to Customer Service Manager
• Cover front desk responsibilities when Executive Assistant is away
• Support and assist the sales and marketing team as required
• Perform data entry and/or excel analysis from time to time
• Other duties as assigned

SKILLS/COMPETENCIES

• Fluent in English and French (written and oral)
• Strong communication skills (written and oral)
• Excellent customer service experience and interpersonal skills
• Ability to work both independently and as a team member
• Strong data entry skills, attention to detail and ability to prioritize and plan work
• Strong ability to multitask with a sense of urgency
• Strong ability to adapt to changing workload priorities
• Strong problem solving/troubleshooting skills
• A self-starter who uses a variety of resources effectively to get results
• Intermedium skills in MS Office : Word and Excel, working knowledge of SAP preferred