Bilingual Customer Service Representative

Canplas is a North American business unit located in Barrie, Ontario. Our team develops and produces solutions that meet our clients' most demanding expectations. We are passionate about creating sustainable, innovative solutions for the markets we serve. We provide people around the world with innovative solutions, leading our industry in a way that anticipates the rapidly evolving needs of our customers.

We currently have an exciting opportunity as a Bilingual Customer Service Representative. This role is based in our Barrie office and reports to the Customer Service Supervisor.

Do not miss the opportunity to join a diverse group of people-centric professionals, leaders with vision and rapid problem solvers, entrepreneurs in spirit and status quo-fighters!

Summary

Reporting to Customer Service Supervisor (Barrie) - acts as first point of contact between Canplas, its customers and associated agencies. Adheres to ongoing corporate programs and deadlines. Works in collaboration with other departments to ensure Canplas properly responds to the needs of our customers. Report any and all safety concerns to the appropriate department.

Assures a high level of customer service provided to assigned Canplas Plumbing, Separation Technology, Vaculine and Duraflo accounts across Canada and USA.

The individual ensures effective, consistent, clear communication with all those they engage with providing smooth document flow and processing of orders, handling inquiries and follow-up, challenges and opportunities.

Principal Accountabilities

1. Communicates with customers, both orally and in writing, in a consistent, clear, logical and effective style. Speaks to all internal and external contacts in a respectful manner, showing tact and cooperation; displaying a sensitivity to customers' needs.
2. Listens to others and is open to ideas, willing to learn and take on new tasks and adjust to changes.
3. Accountable for timely and accurate processing of all customer requirements. Tasks include, but are not limited to, Order Entry, Return Material Authorizations, Debits/Credits, Complaints, Quotations, Warranties/Claims, International orders, email, telephone or website inquiries.
4. Completes customer account openings, maintenance (part number cross-references, comments, etc.) and closures based on data received from customers within an assigned territory using internal documents.
5. Processes incoming orders and customer inquiries, received by any means, quickly and accurately into corporate ERP. (orders could be received via email, fax, telephone, EDI).
6. Confirms every customer order back to purchaser (or designate) via automated system. Must also file every order confirmation electronically in designated Customer folder.
7. Manages backorders for the orders they input. When customers request, obtains delivery updates through current internal methods.
8. Replenished inventory is allocated and printed to Distribution for shipping, in a timely fashion and consolidating where possible for cost control.
9. Processes consignment warehouse orders/invoices as initiated from Consignment warehouses, sales agent or Canplas sales team.
10. Could be called upon to provide back-up assistance for other Canplas Customer Service team during co-worker absences. When acting as back up, uses internal resources to obtain unknown information to complete customer request.
11. Ensures general filing and records are kept up-to-date. Continually looks for ways to improve Canplas productivity and service.
12. May have opportunity to make customer visits, attend industry events or participate in trade shows with prior senior management approval.

Knowledge And Skill Requirements

Minimum high school graduate. Strong customer service background, minimum 3 years inside sales experience and/or related industry knowledge. Any formal business seminars or education an asset. Product knowledge is preferred. Excellent written & verbal communication skills. Proficient computer skills vital - able to function with speed, on a daily basis within a variety of Windows programs, including Outlook, Excel, Word. Data entry experience a necessity, preferably in Infoflo or other ERP programs (possibly SAP/Hana).

Must possess problem solving and strong math skills. Must have ability to prioritize, with high level of organization and task management. Requires a pleasant telephone manner and strong order desk background. Must be conscientious; able to work both independently and in a team; work under pressure in a fast-paced environment.

Complexity & Judgment

Customer service and relations to be kept at a high level of excellence at all times. Establishing rapport with your customers is key for customer retention. Incumbent's own contacts are utilized as sources of information for market intelligence and reported in writing to Supervisor and/or sales team.

Accountable for pricing accuracy when providing customers with their confidential specific pricing data. Also works in conjunction with Pricing Analyst to ensure special deals and pricing changes are verified.

Product knowledge to be developed by both experience and internal training.

Working Conditions

Exclusively an office position (training 12 months duration) with flexibility to move around in comfortable working conditions. Regular use of office equipment, where proficiency is required.

Stress is moderate to high and is created by the need to manage multiple priorities and deadlines.

Safety & Security

Canplas strives to provide a safe and productive work environment for employees, service providers, customers and other visitors. It is the responsibility of each employee to comply with established safety & security rules and regulations by means of bringing any suspicious activity or misconduct to the attention of a supervisor or manager.

Canplas is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for Canplas jobs. To request an accommodation, please contact HR at HR@canplas.com