Bilingual Customer Service Representative

As the Bilingual Customer Service Representative (CSR), you will act as the primary point of contact for both, internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using the ERP system (SAP or JDE). You will routinely respond to inquiries from customers via phone or email regarding product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous customer service, positively support a team environment, and provide backup support and coverage when essential.Key responsibilities will include:Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries)Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to ensure customer requirements are metAssemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required)Collaborate with customers to seek problems as requiredSupport "one call resolution" - assess issues, recommend appropriate solutions, and execute Establish relationships with key customer accountsProvide proactive notifications to customers and Territory Managers regarding specific customer issues Support customer focused teams and initiativesProviding coverage for other team member regions to maintain contracting support continuity, as required.Work with business units and/or operational functions on special projects, as required.To be successful in this role, you require:Strong teamwork with excellent interpersonal, written and verbal communication skills.Strong business acumen and passion towards excellent customer experience both internally and externally.Excellent process leadership skills with a passion for continuous improvement.Demonstrated problem-solving, critical thinking and analytical skills. Strong documentation skills including attention to detail, well organized and solution oriented.Works well in a fast paced, dynamic environment and under pressure.Collaborates well cross-functionally with other departmentsEducation and experienceUniversity degree requiredBilingual, French, and English (read, write, speak)Minimum 2 years Customer Service experienceStrong proficiency with Microsoft Office tools (Outlook, Excel)Experience with JD Edwards, SAP or any other ERP systemsExperience with Genesys Call Centre Software an assetExperience with PowerBI an assetExperience with Salesforce (or other CRM software) Health and Human Services