Customer Service Representative with English and French

Short company description

Requirements

Education HNC/HND in Business or sales or equivalent experience

Experience Experience in one or more of the following:
- One or two years experience in sales admin support job with basic administrative & clerical support for sales and in sales for advanced level role.
- External customer interface experience
- Experience in taking care of ongoing business
- Experience in answer to a wide-range of complex customer inquiries requiring investigation (non-standard solutions)
- Experience in acting as liaison between customer, sales/support team & supporting divisions / business centers
- System administration

Knowledge
- Basic knowledge of general administrative/clerical processes
- Knowledge of sales support processes (order tracking; quotations; configurations ;product delivery & support)
- Broad knowledge of administration, report generation and database inputs
- Knowledge in IT Tools (database system; MS-Office and computer tools…)
- Exchange, SQL technical knowledge and experience
- General understanding of procurement processes

Skills
Ability to work with minimum supervision
- Interpersonal & communication skills (telephone, clarity, …)
- Customer-oriented
- Ability to easily adapt to different situations, efficient in stressful situations
- Thoroughness
- Resourceful, inventiveness

Language
- advanced level of English + French

Responsibilities

Mission 1 Customer relationships

- Serve as single point of contact for Direct customers
- Answer to customer requests regarding open orders and claims
- Proactively communicate order status to customers

Mission 2 Order receipt and check


- Receive order from customer
- Check that order contains mandatory information and is adequately filled
- Check that order information is accurate
- Complete order information
- Forward checked orders to the order entry team

Mission 3 End-to-end order follow-up

- Uses internal tools to check order status
- Verify that order are scheduled within service level agreements
- Inform customers about deviations
- Take appropriate action in case of deviation
- Confirm order to customer within defined timeframe



Mission 4 Claims management

- Analyze and qualify claims
- Identify the corrective action to be taken
- Transfer instructions to the appropriate teams
- Collaborate with other team members to ensure claims are resolved appropriately

Mission 5 Invoices management

- Identify and analyze orders shipped but not invoiced
- Provide reason for no invoice
- Transfer instructions to appropriate teams to solve potential issues