Tasks And Responsibilities
Answer calls and e-mails from locations concerning weekly orders, shipment, products, quality issues, complaints, concerns, commercial orders, etc. When necessary, validate the information with the concerned departments and advise the customer(s);
Issues CAR (Corrective Action Request), Par (Preventive Action Request). OFI (Opportunity for Improvement) Work with the departments concerned and ensure that a corrective action plan is initiated. Ensure a solution to prevent recurrence is put in place, documents, conversations, actions, and dates. Advise the client of the findings and solutions;
Maintain a positive attitude and calmly respond to customers’ complaints;
Recommends potential products or services that may meet customer needs;
Revise orders and additions to orders received by stores into the computer system;
Perform random order audits to ensure there are no blank lines on order and all items have quantities;
Identify improvement opportunities affecting directly or indirectly the functions, that of colleagues or other department, assesses needs and proposes solutions;
Provide feedback to other departments to help improve customer satisfaction;
Enters and finalizes return requests, conduct a search in ERP system (Navision) for the invoices matching the request and draw up customs papers (if necessary);
Order Management – Manages orders in back-order situation. If necessary, change the dates on the orders, discuss with the concerned department. Recommend specific actions and inform customers of the situation;
Maintaining and updating documentation for existing or newly implemented procedures;
Comply with the health and safety standards in force in the organization. Understand KPI and work to achieve personal goals as well as those of the department;
Other duties as assigned.
Job Requirements
College diploma (CEGEP) in office technique or a vocational clerical diploma, an asset.
3 to 5 years of experience in customer service.
Sound knowledge of Internet search engines.
Proficient in MS Office applications.
Demonstrated Skills
Capacity to maintain positive and efficient relationship between internal and external customers.
Ability to work with minimum supervision, resourcefulness and proactive.
Ability to remain calm under stress.
Ability to learn, understand and explain the technical aspect of products.
Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
Resourceful when in front of unforeseen problems.
Active listener, ability to negotiate and persuade.
Positive attitude and diplomacy.
Team spirit.
Bilingualism, French and English (written and spoken). [1]
[1] Fluency in French and English is required as the employee will be working with employees in St-Eustache and Tennessee
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