Bilingual Customer Service Representative - Spray

John Brooks Company Limited; Laval; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Bilingual Customer Service Representative to join their dynamic team in Laval. This role focuses on providing exceptional customer service for spray products, ensuring timely responses to inquiries, and managing order entries. With over 80 years in the business, this company prides itself on a supportive work environment that fosters growth and development. If you are passionate about customer satisfaction and thrive in a fast-paced setting, this opportunity is perfect for you. Join a team that values collaboration, innovation, and excellence in service delivery.

Benefits

Health & Wellness Subsidy

Competitive Vacation Plan

Employee Achievement Awards

Formal Service Award Program

Company Group RRSP with employer contributions

Qualifications

• 1-3 years of B2B customer service experience required.
• Must be fluent in both English and French for effective communication.
• Strong computer skills with proficiency in Microsoft Office.

Responsibilities

• Provide timely responses to customer inquiries and quality quotes.
• Efficiently enter customer orders and manage order status.
• Assist Outside Sales Teams by sharing leads and maintaining communication.

Skills

Bilingual Communication (English & French)

Customer Service

Problem Solving

Attention to Detail

Interpersonal Skills

Time Management

Team Collaboration

Adaptability

Education

College Diploma in a related field

Tools

Microsoft Office Suite

ERP Software

CRM Software

Job description

Tuesday, May 24, 2022

John Brooks Company Limited is a well-respected leading supplier of Fluid Handling Solutions to the Canadian Manufacturing and Processing Industry with branches across Canada. We have been in business for over 80 years and are committed to providing our customers with a diverse selection of engineered products and innovative system designs. For more information, check out our website and YouTube channel:
www.johnbrooks.ca | www.youtube.com/johnbrookscompanylimited

Division: Industrial - Spray
Office Location: Laval, Quebec
Languages Required: French & English (fluency in both)

WHY JOHN BROOKS COMPANY?

• We have an enthusiastic work environment with tight-knit culture, employee-led committees, annual health & wellness subsidy – to name a few!
• We love celebrations including employee achievement awards, formal service award program, and milestone birthdays

FUN FACTS

• The average tenure is 11 years
• We love to promote from within – all our current Sales Managers were promoted into their positions
• We have close to 200 employees from coast to coast
• We’re continuing to grow – we’ve doubled in size over the last 6 years!
• Specific to sales, 80% of our Outside Technical Sales Reps surpassed their forecast in 2021

We offer an attractive compensation and benefits package including:

• Competitive remuneration plan including base salary and incentive
• Competitive vacation plan
• Extended health and insurance benefits and Company Group RRSP with employer contributions

PURPOSE
Under the supervision of the Inside Sales Supervisor, the Bilingual Customer Service Representative is responsible for the pricing, quoting, and order entry functions for John Brooks spray products, associated with the day-to-day customer inquiries. The ultimate strategic goal is to ensure total customer satisfaction while meeting or exceeding the branch sales and profitability targets, among other targets.

RESPONSIBILITIES

Ensure a timely, professional response to all customer inquiries by:

• Providing quality quotes
• Coordinating with suppliers as necessary
• Sending out technical information when appropriate
• Providing feedback regarding order & shipment status
• Referring advanced technical inquiries to the appropriate personnel

Efficient and timely entry of customer orders into order entry system by:

• Developing a detailed knowledge of the order entry system
• Identifying any low stock/stock out issues and escalating it to the appropriate person(s) for review and action
• Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
• Keeping customers informed of status of orders, inquiries, shipments, problems, etc.
• Referring to others for technical recommendations as required
• Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
• Building customer relationships focusing on target accounts
• Providing support for Level 1 technical calls
• Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed

Assists the Outside Sales Teams by:

• Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
• Identifying and sharing leads/opportunities to the appropriate Outside Sales Rep
• Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
• Executing quotation follow-up as well as maintaining and updating sales quotation log

Other:

• Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
• Responsible for appropriate, timely and consistent self-development
• Other related duties which may be assigned from time to time

QUALIFICATIONS

• College Diploma in a related field
• Strong written and verbal communication skills in both English and French
• A minimum of 1-3 years of related experience (B2B customer service)
• Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
• Must exude an enthusiasm, passion, confidence, and an optimistic attitude
• Must be a collaborative and a supportive team player
• Excellent interpersonal and communication skills
• Excellent attention to detail
• Be able to “think on your feet” and assist customers in solving problems and demonstrate creativity
• Ability to develop and maintain key relationships with both internal and external contacts
• Excellent planning, organizational, and time management skills
• Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
• Must have a passion for learning and staying current with the Company’s products to answer customer questions.
• A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation
• Working knowledge of fluid handling equipment and technical/mechanical processes
• Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

WORK ENVIRONMENT

• Fast-paced environment in a dynamic competitive industry
• Branch office location
• Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails and virtual meetings
• Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Must be fully vaccinated against COVID-19 with all required doses of a vaccine approved by Health Canada. John Brooks will provide reasonable accommodation to individuals who cannot be vaccinated due to medical reasons or any other ground protected by the Canadian Human Rights Act.

We are committed to providing equal employment opportunity for people with disabilities. At the candidate's request, accommodations will be available at all stages of the recruitment process.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.