Remote Customer Service Representative - French Speaking

The customer service representative (CSR) is responsible for managing the order process from the acceptance of an order from the customer or region through the completion of the process of invoicing. This position will have contact with multiple areas of the sales and production process and with external relationships including vendors, customers and logistics providers. The CSR will build relationships with business segment team members to collaborate to support business plans and provide solutions throughout the process.

The preferred candidate will be located in LaSalle, Quebec or East of Toronto
The regular hours may include 8 hour shifts between 6am CT – 6pm CT, some overtime may be required

Position Purpose

Manage the processing of order entry and execution of orders into the system in a timely fashion with precision accuracy. Ensure that both manual and automated orders are verified and accurately entered into SAP and that all customers receive appropriate and accurate confirmations and communication within department service level agreements (SLA)
Enter and execute all types of orders for various business units for US and Canada, including sample and third-party requests within order entry stringent turnaround time and in accordance with customers requested ship and/or delivery dates.
Support training of new CSR and maintain department order entry work instructions as required
Build and maintain relationships with customers, both internal and external along with other GCP departments and outside contacts including but not limited to logistics and product vendors.
Process order changes requested by customers within SLA expectations with accuracy
Escalate order issues to CS Management team timely and accurately
Communicate order shipment expectations to operations and outside vendors for rush order requests
Provide solutions support to internal and external customers to ensure customers are serviced appropriately, timely and accurately
Professional management of inbound and outbound call handling

Position Responsibilities

Process customer orders within SLA requirements based on business unit. Advise customers of any changes made to their orders and/or shipping requirements.
Address pricing issues and ensure appropriate departments are aware of any order related issues.
Review with Management current order management processes, systems and make suggestions, identify and recommend opportunities to create efficiencies within the department
Resolve customer issues at the time of original order entry with the appropriate personnel. Elevate to CS Management if required.
Support and provide auditor requests regarding order processing as requested
Engage in revenue enhancing activities and projects including but not limited to call solicitation and lead qualification

Qualifications

Fluent in French - read, write, speak
Bachelor’s degree in business related discipline or High School diploma or accredited GED with 5+ years of customer service experience
2+ years of experience in Customer Service in the manufacturing industry
2+ years of experience in order management with strong customer service aptitude
2+ years of SAP experience
Basic working knowledge of SalesForce
Ability to successfully organize and prioritize workload and follow up accordingly
Attention to detail, strong business acumen, and ability to prioritize are integral
Capable of working independently on daily work activities and miscellaneous work assignments
Demonstrate ability and willingness to work in a team environment and to accomplishing goals through cooperation
Proven ability to stay focused and multi-task in a fast paced environment
Demonstrates grace under pressure
Ability to communicate clearly and effectively both written and verbal
Confident and professional telephone presence
Proficiency in Microsoft Office Suite
Strong working knowledge of Excel