Customer Service Representative - Bilingual

Job Summary: 

To build customer loyalty and confidence by providing excellent customer service.  This position works directly with the customer and sales professional on order management, products, service, and issue resolution.  This includes the following activities: processing orders, developing price quotations, determine lead times, provide technical information, confirm product availability, sample requests, process returns, and other related tasks in a time sensitive manner.  This person will develop strong customer relationships and ensure customer expectations are met or exceeded.

Job Duties:

• Functions as a customer advocate and operate with sense of urgency and ownership of customer issues through resolution
• Responsible for accurate entry of orders, monitors and tracks open orders
• Resolve complex issues and, when necessary, elevating the issues for problem resolution.  
• Performs well under pressure and tight timeframes; able to consistently meet deadlines with high quality work
• Assists customers with inquiries and information about sales orders, quotations, product specifications/compatibility and pricing/availability, expedites, order investigations and RMA/credit requests
• Proactively recognize when an order has insufficient information and be comfortable seeking additional information in order to address the customer’s needs 
• Offers alternative products as necessary, whenever we are unable to meet the customers’ exact need (i.e. alternate widths, gauges, film types and/or next day shipments)
• Demonstrates ability to create internal networks and partnerships; has vision for how one's actions impact other functional teams
• Utilizes technology/CRM to support activities
  
  

Job Qualifications:

• Bilingual – French and English
• Customer Service experience preferred
• Ability to communicate effectively both verbally and in writing
• Exhibits a high level of motivation and sense of urgency, exceptional follow up skills
• Must have organizational skills with an ability to prioritize and multi-task
• Strong listening skills, ability to maintain confidentiality, exceptional attention to detail 
• Ability to recognize and resolve issues independently along with awareness on when to escalate
• Consistently maintains positive attitude; adjusts in a positive way to changing policies and work responsibilities.
• Team player 
• Must be dedicated to continuous improvement
• Associate's degree in business other related field preferred; or two to three years related experience and/or training; or equivalent combination of education and experience.

Transcendia is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.