Bilingual Customer Service Representative

Lawson Products; Mississauga; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading company in the MRO industry is looking for a Bilingual Customer Service Representative in Mississauga. This role offers a unique opportunity to provide specialized support to customers and sales representatives. The successful candidate will possess strong bilingual communication skills and be able to thrive in a fast-paced environment, ensuring customer satisfaction and operational efficiency.

Benefits

Competitive benefits package

Vision, dental, and medical benefits

Paid holiday and PTO package

Qualifications

• 3+ years’ experience in an inbound call-center environment or equivalent.
• Previous customer service experience and formal soft skills training a plus.
• Able to write professional correspondence.

Responsibilities

• Receives and responds to all customer inquiries via various channels.
• Performs order entry and modifies existing orders as necessary.
• Facilitates resolution of transaction discrepancies and customer complaints.

Skills

Analytical skills

Customer service skills

Bilingual (English and French)

PC skills

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

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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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Transportation, Logistics, Supply Chain and Storage

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