Bilingual Customer Service Representative/Représentant Bilingue Du Service À La Clientèle

The Scotts Miracle-Gro Company - Sherbrooke, QC (30+ days ago)

Apply Now

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders.

We are looking for a Bilingual (French and English) Customer Service Representative who will join our Canadian team in Saint Bonaventure, Quebec. The Customer Service Representative is responsible for all the interaction with customers, complete order management, credits, debits and returns. The Customer Service Representative may be required to work on holidays and weekends from time to time.

Accountable to the Manager, Orders to Cash, the Customer Service Representative, Supply Chain, participates as an integral member of the Canada Supply Chain team and performs duties in accordance with the mandate and priorities of Scotts Canada Ltd. Works with customers, customer service team, finance, sales, and supply chain on a daily basis to ensure timely and accurate processing of all related transactions.

What you’ll do in this role:
Receive and analyze orders.
Make modification on orders already entered in the system.
Generate and analyze the various reports in order to follow the evolution of the orders and to ensure the respect of the deadlines agreed with the customer.
Manage complaints according to the established procedure.
Issue debit, credit and return notes
Work with the Accounts Receivable Agent to resolve issues that may delay payment.
Inform the customer and / or sales representative of product failures and propose alternative solutions (substitution or other).
Cooperate with various departments to resolve issues that may affect the accuracy of the information in the system and the quality of service provided to our customers.
Verify prices, products, orders, invoices, term of payment, to validate the accuracy of information when setting up special program in the system.
Actively participate in the development and maintenance of a healthy work atmosphere in the department and with other departments.
Represent the customers internally.
Carry out any additional duties as assigned and consistent with his abilities

What you'll need to be successful:
A postsecondary degree in Business Administration, Finance, Accounting, or related field, or equivalent combination of education and experience
3 to 5 years' experience in customer service, accounts receivable, call center or supply chain role.
Ability to communicate in English and French is a requirement.
Experience with ERP systems, planning systems, call center systems;
Excellent interpersonal skills and the ability to work effectively on a team and with a wide range of individuals;
Demonstrated superior interpersonal & negotiation skills, teamwork and judgement;
Diplomacy, tact and decision-making ability;
Planning & organization skills.

Le Représentant Bilingue Du Service À La Clientèle fait partie intégrante de l'équipe de la chaîne d'approvisionnement du Canada. Il doit exercer ses fonctions au quotidien conformément au mandat et aux priorités de Scotts Canada ltd.

Le représentant du Service à la Clientèle est responsable de la communication avec les clients, de la gestion complète des commandes, d'effectuer les crédits, débits et retours. Il peut être appelé à travailler les fin de semaine ou les jours fériés.

Activités à réaliser:
Recevoir et analyser les commandes au système
Effectuer les modifications de commandes lorsque requises.
Générer et analyser les différents rapports afin de suivre l'évolution des commandes et de s'assurer du respect des délais convenus avec le client.
Traiter les plaintes selon la procédure établie.
Effectuer des notes de débit, crédit et retour.
Travailler de pair avec l'agent des comptes recevables pour résoudre les problèmes pouvant retarder le paiement.
Informer le client et/ou représentant des ventes des ruptures de produits et proposer des solutions alternatives (substitution ou autres).
Coopérer avec les divers départements pour résoudre les problèmes pouvant avoir des incidences sur l'exactitude des informations au système et sur la qualité du service offert à nos clients.
Vérifier les prix, produits, commandes, factures, termes de paiement, pour valider l'exactitude des informations lors de la mise en place de programmes spéciaux au système.
Participer activement au développement et au maintien d’une atmosphère de travail saine dans le département et avec les autres départements.
Représenter le client à l’interne.
Effectuer toutes tâches assignées pas son supérieur et conformes à ses capacités.

Compétences requises:
3 à 5 ans d'expérience au service à la clientèle, Centre d'appels, comptes recevables ou approvisionnement;
Bilinguisme (français, anglais) parlé et écrit;
Facilité à travailler à l'aide d'outils informatiques (ERP);
Aptitude à gérer son temps et à organiser son travail au quotidien;
Possède un bon esprit critique et d'analyse;
Possède de l'entregent et une forte capacité à développer des relations interpersonnelles;
Capacité à travailler en équipe, à aider et supporter ses collègues;
Aptitude à négocier;
Jugement, tact et diplomatie;
Capacité à travailler sous pression.
DEC Administration et/ou 3 à 5 ans d'expérience dans un service à la clientèle.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:
Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.