Bilingual - Customer Service Representative - Toronto, Canada - Dempsey Corp Canada
Description
Job purpose
The Bilingual Customer Service Representative (CSR) is responsible for several customer-oriented tasks.
These responsibilities include (but are not limited to): accurately processing customer orders, responding to customer inquiries, and requests for account information, handling in a professional and prompt manner customer service issues, and maintaining customer loyalty and satisfaction by always providing quality service.
Qualifications
- Minimum of two years of related experience with emphasis on entering orders, receiving, managing inbox tasks, and following orders through the warehouse to delivery.
- Diplomatic and persuasive. Proven track record in dealing with and resolving customer concerns.
- Excellent organizational and prioritization skills, with emphasis on time management and multitasking.
- Excellent written and verbal communication skills (English).
- Excellent problemsolving, conflict resolution, and decisionmaking skills
- Strong team player able to work independently and relate with all levels of staff
- Ability to work under pressure to meet scheduled deadlines
Duties and responsibilities
- Receive, process, and confirm the accuracy of orders from customers by utilizing customer purchase orders and our internal ERP and CRM systems
- Respond in a professional manner to all customer requests (internal and external), and follow up in a timely manner.
- Edit and transmit Work Orders or Bills of Ladings to warehouses or suppliers and follow up on their status regularly
- Input and maintain the accuracy of information located in customer master files and customer product files.
- Process returned goods forms according to established department policies and procedures.
- Check on credit status when processing orders and work closely with the accounts receivable department to resolve any credit issues.
- Work closely with the supply chain to provide updates on backorders to customers in a timely manner.
- Maintain relationships with account managers to quickly resolve issues.
- Initiate, manage, and follow up on customer service nonconformance cases
- Manage all essential correspondences with internal and external customers
- Performs special projects and other related duties as assigned.
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