Bilingual Customer Representative

Bilingual Customer Representative (ENG/FR)Greater Toronto AreaIntroduction
We are currently hiring a Bilingual Customer Representative for our client based in Markham. The Bilingual Customer Representative is responsible for delivering outstanding customer experience to an assigned portfolio of accounts within a territory and for managing the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting. The Bilingual Customer Representative will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value-added services offered to the customers, while collaborating extensively with Distribution, Transportation, Sales and Marketing, and Planning departments in order to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.This is a 12-month contract role that will follow a hybrid work schedule, with employees working on-site on Tuesdays and Wednesdays and the rest of the week spent at their home base location.

Responsibilities

• Responsible for developing relationships with customers, understanding their needs, and working collaboratively with them to ensure their orders are sent electronically
• Identifying areas where errors occur in the submission process and working with customers to reduce them
• Work to reduce the number of corrective documents (Credits/Debits and Returns) that need to be issued as well as reducing the cycle time of Credit / Debit issuance.
• Act as an internal representation of the customer and will search for the optimized balance between the company’s capabilities/controls and customer expectations
• Utilize available information and reporting to measure efficiencies within the assigned customer portfolio
• Enter orders in the system for customers belonging to the regional portfolio
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others
• Collaborate with Supply Planning Distribution and Transport to ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing
• Ensure all activities are executed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI) to guarantee a compliant supply chain
• Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion
• Produce a Personal Development Plan (PDP) on a yearly basis that will outline the organizational and personal objectives and participate in projects
• Actively participate in the 5 Conversations model to monitor progress and assess performance
• Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team

Requirements

• Must be English/French Bilingual
• Must be able to provide proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment
• Post-secondary education or equivalent professional experience
• 2+ years in a customer-facing role or related experience
• Strong proficiency with MS Office applications
• Experience with ERP systems required, SAP preferred
• Experience and exposure to different areas of supply chain an asset
• Experience in the Health Care industry an asset
• Strong time management skills
• Analytical skills preferred

What We Offer

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