Hybrid Bilingual - Richmond Hill, Canada - The Cooper Companies

The Cooper Companies
The Cooper Companies
Verified Company
Richmond Hill, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

Why Work With Us
As a _Great Place to Work _, our environment recognizes each employee as a vital member of the team. Integrity and respect are fundamental to our working relationships. We are friendly, inventive, and dedicated. We don't quit until the job is done right Our lenses don't just change vision, they change lives. Join a team that is passionate about improving other's visual health and quality of life.


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 highimpact 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
  • 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
  • Proficient in Microsoft Office suite (Word, Excel, Outlook, Teams) and comfortable with webbased video conferencing (Teams, Webex, etc.)
  • Strong attention to detail
  • Exceptional written and verbal communication skills
  • Demonstrated analytical and problemsolving ability
  • Excellent telephone presence and a high degree of professionalism
  • Effective organization, planning, and time management skills
  • Ability to thrive in a fastpaced environment
  • Ability to work and learn independently to expand knowledge of products, processes and tools while also working well in collaboration with others.
  • 2+ years of customer service experience
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Fluency in written and spoken in English and French is Required

Work Environment:

-
This is a Full-Time role:


  • Hybrid (3 days in our Richmond Hill office, 2 days work from home):
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Work hours are: Monday
  • Friday, 9am 5pm EST:
  • 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.

We Offer:


  • Great benefits
  • Career Growth opportunities
  • Strong team culture Work/life balance and more
  • Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran _

#LI-AK1

#LI-Hybrid


The Bilingual English/French Customer Service Specialist plays an essential role in the customer experience by managing the order process, resolving customer issues when they arise, and supporting internal departments.

This Hybrid position is responsible for efficiently entering customer orders into the ERP systems, ensuring accuracy of order information, and remaining compliant with the CooperVision Quality Management System.

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