Customer Service Specialist, Bilingual

Communication - Marketing - Sales
Details:
Customer service
Sales support
Coquitlam
Bilingual
March 27, 2018
Updated on
May 15, 2018
Valid until

Primary contact for French speaking customers/consumers.

Natural Factors Nutritional Products Ltd. is a leading manufacturer of nutritional supplements and other health-building products. We are committed to enhance the wellbeing of our customers - through research, development and delivery of effective nutritional products. It is our mission to contribute to the lives of our customers, employees, suppliers and the communities we serve, in a cooperative and sustainable manner.

Job Description

Primary contact for French speaking customers/consumers. To handle customer and consumer questions, concerns and complaints and follow through to ensure that they are resolved to achieve customer satisfaction. Also provide Sales Rep support, while taking into consideration the company’s commitment to our seven Core Values such as Sustainability (people, the planet, and profit) in the planning and implementation of all actions related to the area of responsibility.

Schedule:

First 3 months of training will be Monday to Friday, 8:00 am to 4:30 pm.

After probation will be Monday to Friday, 7:00 am to 3:30 pm.

Handle French and English customer/consumer inquiries, assess and respond to their respective needs and requirements

Answer product questions and provide technical advice and information requested

Log all calls/faxes/emails into the Customer Relationship Management program (CRM) and update all follow up in detail through to resolve – 24 hour turnaround

Investigate invoice discrepancies by verifying and investigating, inform the customer to keep updated on progress, 24 hour resolve

Trace missing boxes/shipments, inform customer to keep updated on progress

Verify and input credits and returns

Proofread information sheets, newsletters, marketing materials

Communicate effectively with the department staff to qualify, investigate or provide information needed to answer customer/consumer calls through to resolve

Provide Sales Reps with the needed support for ordering, customer account and product information, and customer follow through requests

Attend department meetings prior to shift start when required

Other Possible Responsibilities:

Discount and buying group programming and maintenance

Send opening packages to new customers

Send gift baskets and free samples to accounts (promo orders)

Provide sales department with details of availability of products and back orders

Status 4 report and reprints

Credit processing back up

Key Account point person

Other duties or projects as assigned

Requirements

Technical

Fluent in French and English, excellent communication skills (verbal and written) for enhanced customer service

Ability to work under pressure to meet deadlines

Aptitude for numbers and excellent attention to detail with follow through to completion

Proven ability to deal with high profile and demanding accounts and customers

Ability to organize, prioritize and multitask

Must work well individually and in a team environment

Computer literate, proficiency with Microsoft Office

Industry related certification (RHN Registered Holistic Nutritionist or CNP Certified Nutritional Practitioner) and/or experience an asset

Strong knowledge of Natural Factors products and procedures an asset

Attributes

Pleasant and professional phone manner

Excellent communication skills, verbal and written

Good interpersonal skills

Customer service orientated work ethic

Excellent follow through

Ability to organize and prioritize

Ability to remain positive and calm during demanding calls

Posting Details

This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Only electronic applications can be accepted. This position will close when a competitive candidate pool has been identified. We thank you all for your applications; however, only those selected for an interview will be contacted. You can check the status of your application by logging in to your account. All the best!