Job Description
Associate Customer Service Representative – B2B (French Bi-lingual)
req54004
Job available in these locations:
Vaughan, Canada
United States
Associate Customer Service Representative – B2B (French Bi-lingual)
Work Mode: Remote
Location: Vaughan, Canada or United States – remote work opportunity
** $500 sign on bonus **
Opportunity
Provide world class customer service across Kohler and Sterling brands to internal and external customers while maintaining a positive, problem-solving approach. Serves as the main point of contact for, international wholesale and retail customers in Canada. Adheres to policies and procedures for order processing and management within defined time frames. Performs the following responsibilities within established policies, procedures, and parameters.
SPECIFIC RESPONSIBILITIES
- Lead point of contact for Kohler/Sterling brands for international wholesale, retail, and e-Commerce customers.
- Basic plumbing product and application knowledge as it relates to the function and features of Kohler/Sterling brand products and parts to support order entry/management.
- Understands and promotes the use of electronic communication tools, including KCIC, SharePoint, and EDI.
- Provides support for process improvement, cost reduction, & service improvement initiatives.
- Leverage Brand Ambassador training to build internal and external business relationships through customer interactions, customer training, and other Supply Chain activities.
- Receives, prioritizes, and responds to in-bound customer inquiries via phone, email, and fax.
- Responsible for entering customer orders with defined policies and procedures.
- Responsible for processing order changes and cancellations within defined policies and procedures.
- Responsible for clearing order logs, specifically pricing and quote related issues within defined policies, procedures, and time frames.
- Understands basic Customer Service processes.
- Responsible for receiving and acting on customer inquiries such as stock check, order status check, price check, claims, etc.
- Understands basic order fulfillment and physical distribution network principles.
- Processes transactions for Reverse Logistics Programs (RGA).
- Processes claims within defined time frames.
- Process shipment planning for International routes
- Manages and interact with Kohler and Customer’s freight forwarders on movement of cargos.
Skills/Requirements
- High school diploma or GED required, 2-4 year degree preferred.
- A minimum of two years total work experience is desired typically 1+ years of customer service experience required; 2 years preferred.
- Must speak fluent French
- Basic Microsoft office functionality required to be successful in this position.
- Completion of internal Brand Ambassador Program required within first 12 months of employment
Work From Home Requirements (equipment provided)
- Applicant will secure and be responsible for paying their own internet expenses.
- Daily access to hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service.
- Wired Ethernet connection that meets upload and download speed requirements as noted. Wi-Fi, dial up, satellite or cellular internet is not acceptable and cannot be used with Kohler systems.
- All applicants will be required to have a separate confidential and distraction free workspace with no background noises.
- Freedom from other responsibilities; you must be focused on delivering a world class service experience.