Customer Service Representative

Responsibilities:

• Manage key client portfolio, process orders, complaints, credits, chargeback as well as any other necessary transactions.
• Own the process of orders management, ensure orders are properly processed in JDE.
• Collaborate with the warehouse to manage orders.
• Prepare sales admin documentation. Manage invoicing in JDE.
• Backup for other CSRs as needed.
• Update customer on order status. Ensure customer request are handled.
• Drive process improvements, collaborate with other teams to improve customer experience.
• Provide information about products and services to customers.
• Take ownership of customer’s issues and follow problems through to resolution with a high level of professionalism.
• Ensure company policies and procedures are followed.
• Customer satisfaction follow-up. Keep record of customer interactions and actions taken. Partner with other teams as needed to resolve customer issues.
• Other ad-hoc projects as dictated by business needs.

Qualifications:

• Bachelor’s degree in Business Administration or relevant field.
• 3-5 years of related Customer Service experience.
• Excellent verbal and written communication skills. Proficiency in English and French.
• Ability to work well under pressure, meet deadlines and effectively manage resources.
• Ability to analyze and solve problems, results oriented. Effective Conflict resolution skills
• Excellent relationship building and communication skills, effective presentation skills.
• Organized and detail oriented, adaptable to change.
• Excellent computer skills (MS Office).
• Comfortable working in a fast-paced environment.
• Goal driven and highly motivated.