The purpose of the Bilingual (French / English) Customer Service Representative (CSR) role is to provide courteous, efficient, and prompt customer service to Wakefield customers.
This includes managing incoming calls and requests as well as making outbound calls to customers. In addition, the CSR will work at developing relationships with our customers and sales team to help grow our sales.
Key Accountabilities :
Provide excellent customer service across every aspect of the job.
Manage Incoming calls and emails : Take customer orders Provide status updates Manage customer issues Answer inquiries and re-
direct to the appropriate department as necessary
Enter customer orders live into the ERP system with Customer on the phone and validate pricing.
Execute auto fill orders.
Enter SmartTank orders (with analysis on secondary grades)
Verify that sales orders match submitted purchase orders and to obtain the appropriate level of approval for any variances.
Build relationships and manage regular liaison with Wakefield customers and TSMs.
Manage Outgoing calls and e-mails for orders : Build remote delivery runs Communicate on missed orders, cancelled routes, out of stock, etc.
Proactive customer calls for service calls, promotions, new product launch, etc.
Assist Marketing in gathering promo ballots for Promotions.
Provide information or order updates as needed to other departments.
Perform general administrative duties and filing.
Assist and provide back-up to other team members and to the Supervisor as required.
Assist the Credit Department in resolving disputed invoices.
Participate in special projects and other duties as required.
Key Competencies :
Bilingual (French / English)
Customer focused and dedicated to exceeding the expectations of internal and external customers.
Excellent written and verbal communication skills.
Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads.
Strong organizational skills to allow for the successful completion of multiple tasks.
Self-starter with a strong desire to see results.
Must be flexible and able to adapt to new challenges and procedures.
Direct Managerial / Supervisory Responsibility
Education / Experience :
High school graduate.
A minimum of 2 years Customer Service experience.
Experience working in a consumer packaged goods or automotive lubricants environment is an asset.
Superior PC and Microsoft Suite skills. Familiarity with Microsoft Dynamics AX would be an asset.
Working Conditions :