AddressThe Bilingual Customer Service Representative provides customer and Territory Managers support with the sales of hotel and operational supplies.
As a front-line service provider to Sysco Guest Supply Canada’s customers, you contribute to our success by providing high-quality service by processing customers’ orders on a scheduled basis and troubleshooting customers' concerns with regard to their orders and deliveries. You will provide information to our customers regarding Sysco Guest Supply Canada’s products and services to ensure satisfaction.
As a front-line service provider to Sysco Guest Supply Canada’s customers, you contribute to our success by providing high-quality service by processing customers’ orders on a scheduled basis and troubleshooting customers' concerns with regard to their orders and deliveries. You will provide information to our customers regarding Sysco Guest Supply Canada’s products and services to ensure satisfaction.
Role Responsibilities:
- Answer incoming calls and emails from TMS. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc.
- Provide customers with order history information (i.e., item #, quantity, etc.) and pricing.
- Process orders (including new, cancellation, or additions to current order), invoices, credits/returns and respond to customers’ inquiries.
- Enter and update vendor drop ship orders, including vendor manufacturer ID, cost of goods, color specifications, sizes, etc.
- Back Orders – If the item is out of stock, check ETA. If not readily available, check availability of stock to determine if shipment can wait, needs to be pulled from another Distribution Center, or substituted with a replacement item.
- Research and obtain ETA, proof of delivery, shipment tracking, and information on returns and another request as needed.
- Prepare and send customer order acknowledgments.
- Inform TM and customer of standard procedures, order status, and/or the resolution of problems, if applicable.
- Follow up, either verbally or in writing to ensure proper customer satisfaction.
- Keep Customer Service Manager informed of any important situations, challenges, or problems relating to customers or other concerns.
- Review and resolve issues with customer orders such as delivery issues, shipment discrepancy, and backorders.
- Review and process Adjustment Request Form or Return Material Authorization following approval.
- Review any exceptions to Company’s standard shipping policies with management.
Qualifications/Skills/Job Requirements:
- High School diploma or GED required. College degree preferred.
- 2 years’ Customer Service experience, including working knowledge of shipping procedures and practices;
- inventory control processes, procedures, and practices; and inventoried product line specifications (dimensions, weight, etc.).
- Bilingual (English and French) is preferred.
- Call Center experience and order management a plus.
