Bilingual Customer Service Representative

Jobtailor; Mississauga; On-site; CAD 36,000 - 52,000; Full time

Job summary

Jobtailor in Mississauga is seeking a motivated Customer Service Specialist to handle inquiries via phone, email and chat, ensuring timely resolutions for retailers and end users.

You will manage the inbox, track shipments, use SAP and FAN, and collaborate with the finance and logistics teams to resolve issues and improve service quality.

Bilingual English/French is required, and strong organizational skills are essential to thrive in this role.

Qualifications

• 1-3 years of experience in a customer service or administrative role, preferably working with both retailers and end users.
• Strong customer service skills, including active listening, problem-solving, and conflict resolution.
• Exceptional organizational and interpersonal skills.
• Ability to interact professionally, take ownership of issues, and follow through to resolution.
• Proficient data entry and ability to learn and use various software applications.
• Experience with SAP is a strong asset.
• Excellent verbal and written communication in English and French.

Responsibilities

• Communicate professionally with customers via phone, email, and chat.
• Manage the Customer Service email inbox, ensuring timely and accurate responses to all inquiries.
• Follow up on customer requests after initial contact to ensure needs are fully met and outstanding issues are resolved.
• Review and assign gifting tickets within 24 hours of receipt using the GOMS ticket system.
• Conduct regular follow-ups on open tickets every two weeks.
• Generate shipment numbers for the Lab to facilitate re-shipment of returned orders.
• Provide the 3PG team with weekly backorder reports.
• Submit billing adjustments through the FAN (Financial Accounting System).
• Track shipments internally and externally, investigating and resolving short shipment claims.
• Create and issue return authorization numbers as needed.
• Process Speedy invoices and credits for the Finance Department.
• Support other Customer Service team members with daily tasks as required.

Skills

Customer Service

Active Listening

Problem-Solving

Conflict Resolution

Organizational Skills

Interpersonal Skills

Professional Communication

Bilingual English/French

Tools

SAP

FAN

GOMS Ticket System

Email Management Software

Job description

• Communicate professionally with customers via phone, email, and chat
• Manage the Customer Service email inbox, ensuring timely and accurate responses to all inquiries
• Follow up on customer requests after initial contact to ensure needs are fully met and outstanding issues are resolved
• Review and assign gifting tickets within 24 hours of receipt using the GOMS ticket system
• Conduct regular follow-ups on open tickets every two weeks
• Generate shipment numbers for the Lab to facilitate re-shipment of returned orders
• Provide the 3PG team with weekly backorder reports
• Submit billing adjustments through the FAN (Financial Accounting System)
• Track shipments internally and externally, investigating and resolving short shipment claims
• Create and issue return authorization numbers as needed
• Process Speedy invoices and credits for the Finance Department
• Support other Customer Service team members with daily tasks as required

Requirements

• 1-3 years of experience in a customer service or administrative role, preferably working with both retailers and end users
• Strong customer service skills, including active listening, problem-solving, and conflict resolution
• Exceptional organizational and interpersonal skills
• Ability to interact professionally, take ownership of issues, and follow through to resolution
• Proficient computer skills, including accurate data entry and the ability to learn and use various software applications effectively
• Previous experience working with SAP is a strong asset
• Excellent verbal and written communication skills in both English and French are required

Core Competencies

Demonstrates strong customer service skills with a focus on active listening, problem-solving, and conflict resolution. Proficient in managing customer inquiries and utilizing software applications, including SAP, to ensure efficient operations.

Highest-signal resume keywords

• Customer Service Experience
• Active Listening
• Problem-Solving
• SAP Proficiency
• Bilingual Communication

Hard Skills

• Data Entry
• GOMS Ticket System
• Billing Adjustments
• Return Authorization Processing
• Shipment Tracking

Soft Skills

• Organizational Skills
• Interpersonal Skills
• Conflict Resolution
• Professional Communication

Industry Keywords

• Customer Service
• Retail
• Administrative Role
• Backorder Reports
• Short Shipment Claims

Tools & Technologies

• FAN (Financial Accounting System)
• SAP
• Email Management Software