Bilingual Customer Service Representative I

John Brooks Company is a Canadian firm specializing in fluid handling solutions for various industries. They are seeking a Bilingual Customer Service Representative to handle pricing, quoting, and order entry for filtration products while ensuring customer satisfaction and supporting sales targets.

Responsibilities

• Ensure a timely, professional response to all customer inquiries by:
• Defining customer requirements – delivery, product, price, product identification, order status, etc
• 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
• Focusing on details – ensuring correct price, product number, description, etc
• Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
• Provide superior customer service by:
• 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

Skills

• College Diploma in a related field
• Strong written and verbal communication skills in both French and English
• 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
• Must demonstrate initiative
• 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
• 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

Benefits

• Competitive vacation
• Paid personal day program
• Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
• Company Group RRSP with employer matching
• Annual health & wellness subsidy
• Company provided laptop
• We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
• We regularly host social events and gatherings to foster togetherness and fun

Company Overview