Handle incoming calls and emails professionally, ensuring timely resolutions for customers and Sales Representatives.
Provide specialized account and order management, including verification, processing, tracking, and issue resolution.
Maintain and monitor shared inboxes, ensuring prompt action on orders and customer requests.
Support new customers and those using our online ordering portal.
Proactively follow up with customers and Sales Representatives to ensure satisfaction.
Document, track, and resolve customer interactions, escalating where necessary.
Monitor daily sales orders/transactions to ensure smooth processing.
Identify opportunities for process improvements and share ideas with leadership.
Foster strong cross-functional collaboration with internal teams.
Ensure adherence to customer service standards, policies, and procedures.

Essential skills and knowledge

Fluency in English and French (both verbal and written).
Post-secondary education (College Diploma or University Degree preferred).
Experience with SAP - ECC, Order to Cash, or comparable order management systems.
Previous experience in a high-volume contact center (handling calls and emails).
Strong technical skills and comfort navigating multiple systems and browsers.
Excellent communication, problem-solving, and critical thinking skills.
High attention to detail and ability to prioritize tasks effectively.
Ability to work in a team-oriented, high-engagement environment
Strong sense of ownership, accountability, and urgency in issue resolution.
Experience in the pharmaceutical or medical aesthetics industry is an asset.
Customer-first mindset with a passion for delivering exceptional service.
Ability to stay composed under pressure and handle issues with professionalism.

Related tags

JOB SUMMARY

Bilingual Customer Service Representative

Markham

14 days ago

Entry / Junior

Full-time

Bilingual Customer Service Representative