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Bilingual Customer Service Specialist - Richmond Hill, Canada - The Cooper Companies

The Cooper Companies

Verified Company

Richmond Hill, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary

Essential Functions & Accountabilities:

- Effectively communicate with internal and external customers regarding order and delivery status; Investigate and resolve problem orders

- Partner with the Sales team to support unique customer requests

- Proactively communicate or escalate high-impact customer issues to leadership, Sales team, or as appropriate

- Submit and/or approve credits and adjustments within appropriate authority level

Ensure that all customer complaints are captured and responded to appropriately, in line with regulatory guidelines

- Attend training and coaching sessions as assigned

- Maintain accurate and detailed records of customer communications and transactions in the ERP

- Focus mainly on order entry, but will be trained to handle one or more specialized work processes (new accounts, returns, manual reports, consumer care, etc.)

- Training and mentoring of new team members

- As business needs dictate, work extended hours to complete daily department goals or tasks, to include mandatory overtime

- Other related duties and assignments as required or apparent

Qualifications

Knowledge, Skills and Abilities:

- Familiarity with MS Dynamics ERP or similar system is a plus

- Knowledge of the eyecare industry is a plus

- 1+ year experience in a goal-driven and customer-focused environment strongly preferred

- Proficient in Microsoft Office suite (Word, Excel, Outlook, Teams) and comfortable with web-based video conferencing (Teams, Webex, etc.)

- Strong attention to detail

- Exceptional written and verbal communication skills

- Demonstrated analytical and problem-solving ability

- Excellent telephone presence and a high degree of professionalism

- Effective organization, planning, and time management skills

- Strong ability to multitask is required

- Ability to thrive in a fast-paced environment

- Ability to work and learn independently to expand knowledge of products, processes and tools while also working well in collaboration with others.

Fluency in written and spoken in English and French is Required
Occasional travel within Canada or the US may be required.

Work Environment:

- This is a Full-Time ,
Hybrid role . Scheduling is based on business needs and ability to maintain appropriate home-office environment. _Subject to change as business needs dictate. _

Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
Occasional need to lift up to 15 pounds.

Education: