Bilingual Customer Service Representative (English/French)

Act as a “customer advocate” serving within Domestic Order Desk/Customer Service by demonstrating a good level of knowledge and professionalism with focus on improving the customer experience. Responsible for providing customers with prompt and efficient order processing and inquiry/complaint handling, while developing and maintaining effective working relationships with both internal and external stakeholders to support the business.

• Provide professional and efficient best in class service while entering, processing, verifying releasing and/or resolving customer issues including invoicing, shipping errors, lost shipments etc.
• Responsible for receiving, assessing, processing all Purchase Orders/Electronic Data Interchange (EDI) into SAP, with strong focus on service and required delivery dates. Where required, bring forward concerns/issues to management and implement accordingly.
• Receive and process orders, including Third Party, via right fax, mail, on-line, phone, etc. ensuring they are processed in an efficient, timely and professional manner while meeting customer required delivery dates.
• Work closely with Customer Service Representative - Quality Complaints and Key Accounts to assist and backup as required.
• Provide accurate, up to date product availability and pricing information to customers as aligned with corporate reports and systems to fulfil orders.
• Provide detailed analysis for unfulfilled orders and compose reports, for prioritization of orders/products when necessary. (Customer Backorder Reports).
• Liaise with Credit team to ensure orders are released accurately/efficiently. Provide clear communication to customers and Sales Representatives in cases where orders are on hold due to credit issues.
• Process claims for expired return claims, damages, over/under etc. via SAP/Sales Force as required and ensure accuracy of documentation and file accordingly.
• Manage permits for Controlled Substance/Precursor/Suspicious Order Monitoring (SOM). Ensure process is followed in accordance with Health Canada and appropriate SOPs, procedures/guidelines.
• As required, work closely with QA Recall team to coordinate/communicate product recalls both with internal departments and customers and ensure appropriate SOPs/procedures are followed.
• Support inquiries from Distribution, Accounts Receivable, Sales, Marketing, etc. and ensure detailed records are maintained upon completion of investigation for credits, debits, returns etc.
• Conduct regular audits to identify/manage all exceptions that can impact customer experience such as price discrepancies, credit blocks, duplicate orders, customer profile changes etc. and ensure they are updated accordingly in SAP.
• Conduct review of open cases logged in the Domestic Customer Service Database and manage assigned cases. Where required, escalate cases at risk of delay to management.
• Coordinate bulk shipments by requesting Bulk Yield Sheets to calculate final bulk quantities. Input bulk pail details in SAP to provide accurate shipping instructions to Warehouse/Distribution.
• Ensure hardcopy records (purchase orders, precursor, controlled substance licenses/permits, correspondence etc.) are properly maintained and filed.
• Recommend and/or participate in the development or revision of internal policies, procedures and standards.
• Work in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
• All other relevant duties as assigned.

• Education
  • Minimum College Education preferred

• Knowledge, Skills and Abilities
  • Fluency in French required for Bilingual role
  • Strong written and oral communication skills
  • Proficient with ERP/MRP concepts and applications
  • Proficient with Microsoft applications
  • Strong organization skills and attention to detail
  • Good analytical and decision-making skills an asset
  • Ability to be an independent decision maker

• Experience
  • Previous Customer Service and Call Centre experience an asset
  • 3-5 years experience in a Customer Service oriented role, with strong interpersonal skills
  • Excellent written and verbal English communication skills
  • Ability to work well during peak pressure periods
  • Ability to work in a team environment