Job Description: 

Our client within the supply chain industry is seeking a Bilingual Customer Experience Representative to join their team.

The successful candidate will be responsible for handling first level escalations and cases that will need to be followed up on a regular basis. They will be responding to customer inquiries ensuring service level agreements are met or exceeded.

This is a contract role for 11 weeks with potential of extension or conversion to permanent and will be remote (Subject to change based on corporate decisions in the future). 

Working hours are: Tuesday to Friday from 11:00 AM to 7:00 PM EST, and Saturday from 9:00 AM to 5:00 PM EST

Main Tasks and Responsibilities: 

• Respond to emails, chat, and telephone inquiries.
• Investigate and analyze all types of requests.
• Understand and clarify information and diffuse situations as needed.
• Take charge of solving customer problems at the first point of contact
• Thoroughness in clerical manual tasks and providing updates.
• Commits to maintaining harmonious relationships with customers and the internal team.
• Maintains up-to-date customer set-up in Warehouse Management System (WMS) including workflows, customer order notes, special instructions and other changes to ensure customer profiles are accurate
• Follow the Standard Operating Procedures (SOP’s) for each related client/banner.
• Other related tasks

Qualifications:

• Experience in the customer service industry
• 1-year general office experience, including telephone techniques and computer skills, in a customer service environment is required
• College diploma or equivalent experience
• Proven communication skills, both oral and written, in English and French
• Skilled with different IT platforms

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.