Bilingual Customer Service Representative

Job Summary

Reporting to the regional Customer Service Supervisor, acts as first point of contact between Canplas and its’ customers. Adheres to ongoing corporate programs and deadlines. Works in collaboration with other departments to ensure Canplas properly responds to the needs of our customers. Respects and adheres to workplace health and safety rules and regulations - reporting any safety concerns to their supervisor immediately.

The incumbent is responsible for performing daily operational activities relating to customer service and data entry. Assures office tasks kept current, including but not limited to: accounts payable/receivable, price and delivery inquiries, credits/debits, returned goods, and sales staff requests.

The Bilingual CSR will work in conjunction with the regional DC staff to ensure maximum productivity in the movement of product and servicing of customers.

Assists supervisor and sales team by relaying market intelligence gleaned from customer interactions.

Assures a high level of customer service provided to assigned accounts: which may include Canplas Plumbing, Separation Technology Vacuum and Duraflo accounts across Canada; Duraflo & Vaculine USA; and International accounts.

The individual ensures effective, consistent, clear communication with all those they engage with providing smooth document flow and processing of orders, handling inquiries and follow-up, challenges and opportunities. Completes auxiliary business-related tasks assigned by supervisor, within the time frame designated at beginning of assignment.

Job Responsibilities

• Accuracy is of the utmost importance in performing all tasks.
• Communicates with internal and external contacts, both orally and in writing, in a consistent, clear, logical and effective style. 
• Speaks to all internal and external contacts in a respectful manner, showing tact and co-operation, displaying a sensitivity to customers’ needs.
• Listens to others and is open to ideas, willing to learn and take on new tasks and adjust to changes.
• Accountable for timely and accurate processing of all customer requirements. 
• Tasks include, but not limited to; order entry, return material authorizations, debits/credits, accounting, complaints, quotations, warranties/claims, email, telephone or website inquiries.
• Completes customer account openings and closures, master data maintenance (part number cross-references, comments, etc) based on data received from customers within territory using internal documents. Ensures general filing and records are current.
• Processes incoming orders (received by email and EDI) and customer inquiries, received by any means, quickly and accurately into corporate ERP.
• Confirms every customer order (unless exception has been authorized) back to purchaser (or designate) via automated system.
• Every purchase order and order confirmation to be electronically filed in designated folders.  
• Work within current directive, often provided by sales manager or senior staff, to routinely review and process backorders.
• When customers request, obtains delivery updates through current internal methods. Replenished inventory is allocated and printed to Distribution for shipping, in a timely fashion and consolidating where possible for cost control.
• Could be called upon to provide back-up assistance for other Canplas Customer Service locations during colleague absences.  When acting as back up, uses internal resources to obtain unknown information to complete customer requests.
• May have opportunity to make customer visits, attend industry events or participate in trade shows with prior sales manager and CSM approval.
• May be asked to be involved in the processing of consignment warehouse orders/invoices as initiated from Consignment warehouses, sales agent or Canplas sales team.
• Obtains authorization from supervisor when supplies required, but not depleted. Requests supplies through established purchasing channels at regional office..  Understands the goal is to consume less without sacrificing quality output.
• The incumbent understands, respects and adheres to the workplace health and safety rules and regulations. Reporting to supervisor immediately all: near misses, work related accidents; structural failures or property damage; potential incidents regarding people, equipment, materials and/or environment; releases of hazardous chemicals/discharges.
• May assist IT department with the installation and maintenance of assigned equipment.
• Continually looks for ways to improve Canplas productivity and service. Strives to effectively handle unexpected problems by applying current knowledge/experience.

Knowledge and Key Requirements

• Minimum high school graduate.
• Strong customer service background.
• Preference will be given to those with a minimum 3 years inside sales experience and/or related industry knowledge.
• Any formal business seminars or education an asset.
• Product knowledge is preferred. Excellent written & verbal communication skills. 
• Proficient computer skills vital – able to function with speed, daily within variety of Office 365 programs, including Outlook, Excel, Word. Data entry experiences a necessity, preferably in Infoflo or other ERP programs (including SAP/Hana). 
• Basic knowledge of shipping/receiving and DC operations will be an asset, but not a requirement.
• Must possess problem solving and strong math skills.
• Must have ability to prioritize, with high level of organization and task management.
• Requires a pleasant telephone manner and strong order desk background. 
• Must be conscientious; able to work both independently and in a team; work under pressure in a fast-paced environment.
• Bilingual proficiency in English and French (written and verbal) is required.

Canplas is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.  Accommodation requests are available to candidates taking part in all aspects of the selection process for Canplas jobs. To request an accommodation, please contact HR at [email protected].