Bilingual Customer Service Representative I
John Brooks Company is a Canadian firm specializing in fluid handling solutions for various industries. They are seeking a Bilingual Customer Service Representative to handle pricing, quoting, and order entry for filtration products while ensuring customer satisfaction and supporting sales targets.
Responsibilities
- Ensure a timely, professional response to all customer inquiries by:
- Defining customer requirements – delivery, product, price, product identification, order status, etc
- Providing quality quotes
- Coordinating with suppliers as necessary
- Sending out technical information when appropriate
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel
- Efficient and timely entry of customer orders into order entry system by:
- Developing a detailed knowledge of the order entry system
- Focusing on details – ensuring correct price, product number, description, etc
- Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
- Provide superior customer service by:
- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc
- Referring to others for technical recommendations as required
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Building customer relationships focusing on target accounts
- Providing support for Level 1 technical calls
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed
- Assists the Outside Sales Teams by:
- Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
- Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
- Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
- Executing quotation follow-up as well as maintaining and updating sales quotation log
- Other:
- Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time
Skills
- College Diploma in a related field
- Strong written and verbal communication skills in both French and English
- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to 'think on your feet' and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation
- Working knowledge of fluid handling equipment and technical/mechanical processes
- Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems
Benefits
- Competitive vacation
- Paid personal day program
- Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
- Company Group RRSP with employer matching
- Annual health & wellness subsidy
- Company provided laptop
- We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
- We regularly host social events and gatherings to foster togetherness and fun
Company Overview