Job Description

Job title Bi-Lingual (French), CUSTOMER SERVICE SPECIALIST

Reports to Customer Service Manager

Summary:

Customer Service Specialists are the first point of contact with customers and are responsible for properly channeling communication to the appropriate person or department. The ideal candidate will seek to support the customer service team objectives. This position requires the highest level of commitment to accountability, professionalism, and providing world-class customer experience. 

Essential Duties and Responsibilities:

The Customer Service Specialist handles the first contact points for customers, vendors, and resellers, via phone calls, emails, chats, etc., and responds expeditiously and with the appropriate course of action. Responsibilities also include working closely with other departments such as sales, production, and shipping to coordinate and respond to all incoming communication channels.

First point of contact for:

• Phone calls from the main company phone number, directing them to the appropriate person or department, or assisting them directly with basic inquiries.
• Emails from the main contact email address, directing them to the appropriate person or department, or assisting them directly with basic inquiries.
• Chats from the website, directing them to the appropriate person or department, or assisting them directly with basic inquiries.

Sage CRM: Data entry, Record Keeping, Research and Validating Leads.

• Converting conversations into potential leads, coordinating with the sales team.

Investigate and resolve customer inquiries and escalations.

• Process Returns, RMA
• Customer Care Resolutions

Sales Support for DENIOS in the Americas: US, Canada, & Latin America

• Order Entry
• Compliance Document Processing
• Order Tracking
• Customer Notifications

QuickBooks and Sage: data entry, record keeping, and purchase order processing.

Other related duties as assigned.

Qualifications:

• Minimum Requirement: High School diploma with a minimum of 2 years of general office experience or substitute a 4-year Degree with no experience.
• Thrives in a collaborative Team Atmosphere
• Detail oriented, accuracy, and thoroughness required.
• Excellent oral and written communication skills.
• Organization and time management skills with the ability to manage/prioritize tasks.
• Strong critical thinking and problem-solving skills.
• Microsoft Office & Teams experience required.
• Experience with sales management software such as CRMs or ERPs preferred.
• Bilingual: English/French (Required) 

There are no considerations for Relocation reimbursement for this position. Applicants must have US work authorizations.

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