Hybrid Bilingual Customer Service Representative na Lawson Products
Lawson Products · Mississauga, Canadá · Hybrid
- Professional
- Escritório em Mississauga
- Receives, investigates, documents, and responds accurately to all inquiries (via phone, fax, email and other internal systems) including orders, returns, shipment status, products, and invoices in accordance with established procedures.
- Interacts with sales representatives and agents, customers and other internal departments on daily basis.
- Performs order entry. Enters orders into Manual Order Entry system (MOE).
- Inputs orders, modifies existing orders, and communicates as necessary to ensure internal data remains accurate. Verifies account balances as needed.
- Answers product questions as first line of response. Provides part numbers from description of product. Translates new part numbers from old part numbers. Suggests product based upon customer requirements.
- Facilitates resolution of transaction discrepancies and customer complaints to ensure both immediate and long-term resolution.
- Expedites delivery per customer requests, and verifies orders are fulfilled on-time and per customer specifications. Researches and provides proof of delivery upon request.
- Identifies variances including delivery dates, price, and order quantities, and initiates communication to the respective customer to ensure resolution.
- Advise customers of the status of open items including but not limited to: order processing, product audits, routing, and quotes.
- Ensures compliance with all federal and provincial/territorial laws as well as company policies with regards to restricted product availability. (e.g. hazardous materials)
- Attends and participates in departmental training and communication meetings.
- High School Diploma or GED with 3+ years’ experience in an inbound call-center environment, or an equivalent combination of education and experience. Previous sales experience helpful.
- Must be bilingual in both English and French.
- Must possess strong analytical skills and have the ability to make sound decisions.
- Previous customer service experience. Formal customer service soft skills training a plus.
- Previous manufacturing/distribution and sales experience a plus.
- Strong PC skills and proficiency in Microsoft Word, Outlook & Excel.
- Able to write correspondence to customers and sales agents in a professional manner.
- Able to maintain customer orientation and multi-task in a fast paced environment.
- Aptitude for product knowledge - must become proficient with online catalog.