Our client has a full-time permanent position available for a Bilingual Customer Service Rep (Hybrid position) in Mississauga, ON.  3 days in the office, 2 days from home. 

As the Bilingual Customer Service Representative (CSR), you will act as the primary point of contact for both, internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using the ERP system (SAP or JDE). You will routinely respond to inquiries from customers via phone or email regarding product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous customer service, positively support a team environment, and provide backup support and coverage when essential.  

Key responsibilities will include: 

• Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries) 

• Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to ensure customer requirements are met 

• Assemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required) 

• Collaborate with customers to seek problems as required 

• Support “one call resolution” - assess issues, recommend appropriate solutions, and execute 

• Establish relationships with key customer accounts 

• Provide proactive notifications to customers and Territory Managers regarding specific customer issues 

• Providing coverage for other team member regions to maintain contracting support continuity, as required. 

• Work with business units and/or operational functions on special projects, as required. 

To be successful in this role, you require: 

• Strong teamwork with excellent interpersonal, written and verbal communication skills. 

• Strong business acumen and passion towards excellent customer experience both internally and externally. 

• Able to multitask and prioritize workload. 

• Excellent process leadership skills with a passion for continuous improvement. 

• Demonstrated problem-solving, critical thinking and analytical skills. 

• Strong documentation skills including attention to detail, well organized and solution oriented. 

• Works well in a fast paced, dynamic environment and under pressure. 

• Flexibility and ability to balance multiple priorities and able to work within short timelines 

• Collaborates well cross-functionally with other departments 

Education and experience: 

• University degree required 

• Bilingual, French, and English (read, write, speak) 

• Minimum 2 years Customer Service experience preferred 

• Strong proficiency with Microsoft Office tools (Outlook, Excel) 

• Experience with JD Edwards, SAP or any other ERP systems 

• Experience with Genesys Call Centre Software an asset

• Experience with PowerBI an asset

• Experience with Salesforce (or other CRM software) an asset