Bilingual Customer Service Representative

Magnet Search Group Inc.; Mississauga; On-site; CAD 38,000 - 52,000; Full time

Job summary

Magnet is seeking a bilingual (French/English) Customer Service Representative to join our Mississauga Head Office. You will provide courteous, efficient, and prompt service to customers, internal stakeholders, and potentially lead the Customer Care team in partnership with the Supervisor.

Responsibilities include handling incoming calls, processing orders through the ERP system, maintaining relationships with customers and the sales & supply chain teams, and supporting outbound calls for

Qualifications

• 2+ years of customer service experience.
• High school diploma required; college/university degree an asset.
• Experience with ERP and CRM systems is advantageous.

Responsibilities

• Provide courteous, efficient customer service across channels.
• Process customer orders via incoming calls and email using ERP.
• Develop solid relationships with customers and internal teams.
• Support retention and lead qualification through outbound calls.
• Log cases in CRM to track incidents and inquiries.
• Assist in coaching and mentoring within the Customer Care team.

Skills

Bilingual (French/English)

Customer service

CRM experience

ERP systems

Education

High school diploma

College diploma or university degree (asset)

Tools

Microsoft Dynamics AX

Salesforce

Job description

Magnet is helping our client, a North American Consumer Product Organization look for a Bilingual Customer Service Representative to join their growing business and work out of their Mississauga Head Office. This individual will provide courteous, efficient, and prompt customer service to customers, internal key stakeholders, and potentially provide leadership for the Customer Care team in partnership with the Supervisor. Tasks include managing incoming calls, requests and order processing as well as making outbound calls to customers. You will develop strong relationships with customers and internal sales & supply chain teams to help the business achieve team goals.

Customer Care Accountabilities:

• Provide excellent customer service across every aspect of the job
• Process customer orders through incoming calls, email and other channels using the ERP system
• Responsible for developing and maintaining solid relationships with both customers and the sales team
• Support specific assigned customers to nurture and grow annual sales performance
• Oversee order management accuracy with a focus on enhancing order size
• Resolve customer questions and manage troubleshooting with speed and professionalism
• Log Cases in CRM system to track all customer incidents and inquiries
• Perform administrative tasks including customer activations, credits & rebills
• Engage in revenue generating outbound calls, including retention and lead qualification
• Make informed decisions about pricing exceptions
• Fully Bilingual (French/English)
• Customer focused and dedicated to exceeding the expectations of internal and external customers
• Leadership skills & strong ability to prioritize
• Coaching & Mentoring
• Accountability
• Problem solving
• Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads
• Strong organizational skills to allow for the successful completion of multiple tasks
• Self-starter with a strong desire to see results
• Team player with positive attitude
• Proven agility, flexible and able to adapt to new challenges and procedures

Education / Experience:

• High school diploma required. College diploma and/or University degree an asset & preferred
• A minimum of 2 years Customer Service experience
• Experience managing people an asset
• Experience working in a consumer packaged goods or automotive lubricants environment is an asset
• Superior PC and Microsoft Suite skills
• Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset