Bilingual Customer Account Representative
Department: Customer Service
Job Type: Full-Time Permanent
Location: Fully Remote (Montreal area)
Hours of Work: Monday to Friday – 9 AM to 5 PM
Job Summary:
The Customer Account Rep will work under the supervision of the Customer Service Manager, focusing on processing orders and fostering positive customer relationships. Responsibilities include providing product pricing and estimated delivery dates, as well as addressing customer inquiries related to order status, discounts, rebates, and shipping errors promptly.
Duties & Responsibilities:
- Process client orders and prepare sales documentation
- Provide pricing and delivery estimates
- Manage credits and returned items
- Expedite orders as needed
- Follow up on outstanding quotes with customers
- Analyze issues, identify root causes, and recommend solutions
- Respond promptly to customer inquiries regarding orders, discounts, rebates, and shipment errors
- Handle customer service calls via phone or email with professionalism
- Maintain comprehensive knowledge of products and services
- Highlight product/service features and benefits
- Collaborate with inventory planners to ensure timely delivery
- Perform other related duties as assigned
Knowledge:
- Familiarity with part numbers and product details
- Proficient in MS Office (Excel, Word, PowerPoint)
- Experience with JD Edwards and CRM systems is a plus
Skills and Abilities:
- Bilingual communication skills in French and English, both verbal and written
- Ability to build and sustain relationships with corporate departments and customers
- Strong attention to detail and accuracy
- Excellent work ethic and team-oriented attitude
- Clear and consistent information sharing
- Capability to analyze client needs and provide suitable solutions
- Quick to learn new products and communicate effectively
- Maintain professionalism and tact in all interactions
- Effective prioritization and management of competing demands
Education and Professional Experience:
- High school diploma, GED, or equivalent
- Minimum of three years of customer service experience
