Bilingual (French/English) customer service representative

Location: Broomfield, CO, United States
Date Posted: 07-18-2018
The senior bilingual customer service role will provide French and English customer related support to international clients. Responsible for ensuring delivery of excellent customer service through fast and accurate processing of orders, communicating and coordinating with other departments to resolve inquiries and discrepancies; answering general inquiries regarding pricing, products, scheduling, etc; ensuring all pricing, pricing calculator and customer information is accurate; reviewing and processing Return Merchandise Authorization (RMA) and Warranty claims: and ensuring customer loyalty and satisfaction. The hours of operation for this position will be Monday through Friday from 8am to 5pm MST.


Return Merchandise Authorization

•   Receives and reviews customer return request via email or facsimile; research customer information to obtain data required for RMA, including but not limited to quantity, date of purchase, price and part numbers; determines whether goods are within the return policy parameters based on company guidelines and procedures; determines appropriate return code for RMA
•   Contacts customer via phone or email to review RMA and processes; provides instructions regarding return, restocking fee, credit terms, or replacement; if applicable, discusses policy regarding special order or discontinued parts and associated shipping costs.
•   Receives and reviews RMA from warehouse administrator; determines if changes need to be made due to material being damaged or in unsalable condition; contacts customer regarding order to determine whether items will be returned at their expense or scrapped; inputs data in SAP accurately and efficiently; releases credit to customer.
Warranty Claim Research
•   Receive and review warranty claim information from District Manager and Supply Chain Services; enter customer information in Incident Record Database for technical review; upon review by Quality Assurance determine claim validity; contact customer to discuss credit information; issue credit utilizing SAP under the warranty claim guidelines and procedures.
Field Sales Support
Provide support of Field Sales including returning customer phone calls, account and special pricing information and product availability obtained through SAP, pulls requested data and literature and forwards to appropriate individual.
Provide sales and customer information to Field Sales utilizing Business Warehouse (BW) software and Customer Relationship Management (CRM) software; prepares associated reports as requested.
Customer Set-UP/Pricinq
•   Receives pricing information from sales for each customer; determines appropriate pricing schedule and sets up new account information in SAP, including but not limited to price break table, special price sheets, any category pricing, etc.
•   Ensures all pricing, pricing calculators, and customer information is entered accurately, according to sales agreement.
•   Investigates pricing discrepancies; if unable to resolve, contact sales to verify correct pricing information.
Back Order Reroute
•   Manages backlog of assigned open sales orders, ensuring that orders flow through the order fulfillment cycle quickly.
•   Confirms product availability in order to fulfill customer orders; reroutes orders as necessary based on stock availability; cross-references part numbers as needed.
Customer Service
•   Answers general inquiries regarding pricing, products, scheduling, etc.
•   Provides order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.
•   Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement.
•   Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions
•   Attends meetings as required and/or assigned.
•   Attends meetings regarding new products and procedures in order to gain knowledge to better serve internal and external customers.
•   Performs other duties as required and/or assigned.
Knowledge. Skills and Abilities
Knowledge of computer programs including Microsoft Word, Excel, Outlook, SAP and CRM
•   Professional phone/follow-up skills
Excellent customer service skills
•   Strong interpersonal, written, and oral communication skills
•   Ability to multi-task
Excellent organizational and prioritization skills
Ability to enter orders accurately with minimal errors
Ability to handle difficult situations and determine appropriate resolution
Ability to obtain and maintain product knowledge
•   Ability to pay close attention to details
•   Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
Education. Certification/License & Work Experience
•   High School Diploma or equivalent
•   2+ years of related customer service/support experience
•   Associate's Degree, preferred
Why apply?
  • Excellent medical, dental, vision benefits
  • Paid vacation
  • Paid holidays
  • 401K
  • Excellent growth potential
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 resources, processes and tools to manage critical, non-core business functions. From our foundation of strategic resourcing, and through over 18 years building world-class solutions, IntelliSource is a trusted partner to its clients and associates, empowering businesses and people 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. IntelliSource is a free service to you. We are an E-Verify Employer.
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