Bilingual Customer Service Representative

Lawson Products, Inc.; Mississauga; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the MRO industry is seeking a bilingual Customer Service Representative to support sales representatives and customers. Responsibilities include handling inquiries, order processing, and compliance assurance, making sound decisions in a fast-paced environment. This position offers an opportunity to contribute to operational efficiency and customer satisfaction.

Benefits

Competitive benefits package including vision, dental, and medical

Paid holiday and PTO package

Qualifications

• 3+ years' experience in an inbound call-center environment or equivalent.
• Previous customer service experience; formal soft skills training is a plus.
• Aptitude for product knowledge and proficiency with the online catalog.

Responsibilities

• Receives and responds to customer inquiries concerning orders, returns, and invoices.
• Interacts with sales representatives and other departments daily.
• Ensures compliance with federal and provincial laws and company policies.

Skills

Bilingual (English and French)

Analytical skills

Customer service

PC skills

Product knowledge

Education

High School Diploma or GED

Tools

Microsoft Word

Outlook

Excel

Job description

We’re looking for an English and French speaking Customer Service Representative to provide specialized customer service and administrative support to Lawson Products’ sales representative and customers.

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.

We offer a competitive benefits package that includes vision, dental, medical benefits and retirement benefits, as well as a paid holiday and PTO package.

Responsibilities:

• Receives, investigates, documents, and responds accurately to all inquiries (via phone, fax, email and other internal systems) including orders, returns, shipment status, products, and invoices in accordance with established procedures.
• Interacts with sales representatives and agents, customers and other internal departments on daily basis.
• Performs order entry. Enters orders into Manual Order Entry system (MOE).
• Inputs orders, modifies existing orders, and communicates as necessary to ensure internal data remains accurate. Verifies account balances as needed.
• Answers product questions as first line of response. Provides part numbers from description of product. Translates new part numbers from old part numbers. Suggests product based upon customer requirements.
• Facilitates resolution of transaction discrepancies and customer complaints to ensure both immediate and long-term resolution.
• Expedites delivery per customer requests, and verifies orders are fulfilled on-time and per customer specifications. Researches and provides proof of delivery upon request.
• Identifies variances including delivery dates, price, and order quantities, and initiates communication to the respective customer to ensure resolution.
• Advise customers of the status of open items including but not limited to: order processing, product audits, routing, and quotes.
• Ensures compliance with all federal and provincial/territorial laws as well as company policies with regards to restricted product availability. (e.g. hazardous materials)
• Attends and participates in departmental training and communication meetings.

Qualifications & Requirements:

• High School Diploma or GED with 3+ years’ experience in an inbound call-center environment, or an equivalent combination of education and experience. Previous sales experience helpful.
• Must be bilingual in both English and French.
• Must possess strong analytical skills and have the ability to make sound decisions.
• Previous customer service experience. Formal customer service soft skills training a plus.
• Previous manufacturing/distribution and sales experience a plus.
• Strong PC skills and proficiency in Microsoft Word, Outlook & Excel.
• Able to write correspondence to customers and sales agents in a professional manner.
• Able to maintain customer orientation and multi-task in a fast paced environment.
• Aptitude for product knowledge - must become proficient with online catalog.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.