Bilingual French - English CSR

Location: Wilmington, DE
Date Posted: 01-16-2018
Job Description - Customer Service Representative – Bilingual French/English
IntelliSource is looking for a proactive and motivated Bilingual French-English Customer Service Representative to join our Diagnostic and Genomics Division who will be a part of a fast paced, diverse work environment where you take ownership of your work while collaborating closely with internal and external customers.

Position Summary:

Provide high quality professional Customer Service to Canadian customers in a call center environment as priority. Answer incoming calls in a timely manner. Input incoming customer orders and coordinate shipping accordingly. Assist customers with non-technical product inquiries. Troubleshoot customer order discrepancies. File and maintain customer order documents. Respond to price inquiry requests, track lost/delayed orders, provide POD to customer, etc. as required. Interact with and support our client’s Sales & Marketing Team.

The Candidate for this position will focus on:

•  Interfacing with customers, sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
•  Answering calls in a timely manner.
•  Processing price requests (quotes) and orders received via fax, phone and email and other electronic services for customers with accuracy and responsiveness that's the key to ensure excellent service.
•  Assisting customers with delivery related customer complaints such as wrong product shipped, pricing discrepancies, etc. and report complaints to identify a root cause effect and resolution.
•  Learning all roles/processes in the department and having the ability to act as back up when needed at times with short notice.
•  Ability to handle multiple projects and still maintain daily responsibilities with attention to detail quickly.
•  Ability to work cohesively with diverse teams and communicate effectively verbally and in writing in order to represent the IntelliSource team
•  Maintaining a pleasant, patient, attentive, processional and cooperative attitude.
•  Keeping up to date on cross-functional sales, marketing and promotion programs and to administer these accordingly.
•  Responding to and /or provides assistance to internal customers and trade customers in areas such as product order fulfillment processes, customer service requests, product changes or returns, prioritizing back orders, on-line invoicing billing, customer invoicing mailing, pricing agreement, contract research,etc.
•  Working on order fulfillment activities including and not limited to managing direct customer orders, inter-company orders, company distributor orders, export orders, monitoring inventories, coordination of deliveries, supporting on-line customers.
•  Working on customer service administrative assignments with clearly defined objectives.
•  Solving administrative customer service problems varying in scope and complexity.
•  Performing routine administrative customer service duties using prescribed procedures.
•  Ability to run reports using various office tools.
•  Ability to multitask.
•  Maintaining organized customer order files.
•  Ability to prioritize workload to meet deadlines.
•  Adhering to department, company procedures and values.
•  Ability to demonstrate teamwork with respect, integrity, quality and compassion to build lasting relationships, appreciation and trust.
•  Punctuality and good attendance required.

Ideal candidate will represent IntelliSource in a professional manner at all times while in contact with customers/potential customers/vendors/etc. Candidate will have minimum of 3 years customer service relevant experience environment providing customer service over the phone. Candidate will be a self-motivator, able to work independently using good judgment in decision making. You will work closely with the manager in reporting or suggesting changes for process improvements. You will have the ability to remain positive, rational, calm and professional under stressful conditions (i.e. dealing with irate people, handling complaints, back orders, etc.). You will work in a team environment to achieve set objectives and goals and work in a cross functional manner to support your colleagues, the department and Company strategies.
 
External Qualifications
The Customer Service Coordinator is a key role who will interface with customers in a call center environment and be an active player with our pre and post sales team. This position will handle a variety of pre and post-sales functions. Some of the minimum skills required are below:

*Years of Experience: 3+ yrs relevant Customer Service experience providing customer service over the phone.

*Bilingual in French and English required. Both written and verbal communication.

• Able to clearly articulate messages to a variety of audiences
• Able to establish and maintain strong relationships
• Time management in fast paced environment
• Organizational skills to maximize productivity
• Adapts to customer situation & different personalities
• Work is accurate and with eye for detail
• Is always seeking to improve the job and provides solution oriented feedback
• Ability to adapt to change, both department and company.
• Demonstrates business judgment by knowing when to work independently and when to collaborate
• Ability to solve complex issues that are in the best interest of the customer and the company
• Positively manage stress that is typical in a customer service environment
• Proficient in Microsoft suite to include Outlook, Excel, Word, PowerPoint (Access skills are a plus)
• Knowledge of SAP preferred
• High School Diploma or equivalent

This is an hourly position that may involve occasional overtime. Office hours are Monday through Friday for 8 hrs a day on average with start time of 6:00 a.m. pst.

Must be flexible to work around Canada holiday schedules.

• Telecommuting is not an option for this role.

About IntelliSource:
Our business - and our approach - is personal.
IntelliSource is a national business process outsourcing company providing Fortune 500 and fast-growth companies with people, processes and tools to manage critical, non-core business functions. From our foundation of staffing resources and through over 18 years building world-class solutions, IntelliSource is a trusted partner to its clients and associates, empowering businesses and the thousands we employ nationwide to realize their full potential.

We are an equal opportunity employer.  No employee or applicant will be discriminated against in any condition of employment because of race, color, national origin, sex, religion, age, disability, veteran status or any other status protected by law. This is a free service to you. We are an E-Verify Employer.
 
                                                                                                                                
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