Bilingual Customer Service Representative (B2B)

Staples - Vaughan, ON (13 months ago)

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About Us
Staples Promotional Products (SPP) is the world's most trusted source for branded solutions because we make promotional products easy. We are committed to providing outstanding service and exceptional value by being your business partner in brand development. That's why companies large and small, all over the world, turn to us for the resources they need to increase brand reach and visibility.

Leading the industry with over 65 years of experience, Staples Promotional Products has financial strength and global partnerships that ensure we can deliver your custom order on time and at the best possible price. We are dedicated to helping your business.

Learn more about what we do:

Location: 55 Interchange Way Vaughan, ON

Job Summary

Proactively provides a consistent and reliable customer service experience and promotes the retention of Staples Promotional Products business customer base. Effectively manages customer inquiries and orders.

Primary Duties and Responsibilities

Become proficient on TOPS our order processing system
Process customer orders received by phone, fax, e-mail, mail, and Internet based on specific department turnaround goals
Notify customers of backorders or delays as soon as order is received
Provide excellent customer service to encourage customer loyalty and satisfaction
Respond to customer's inquiries or concerns in a timely manner and work with other team members to resolve customer issues
Be polite, calm and courteous to callers at all times
Provide feedback about problems to Management and/or Sales
Determine ways to continuously improve service
Participate in account reviews with Account Team as requested
Build customer relations through responsive service to customers
Collect and add relevant information to the client Profile File
Work closely with other customer service reps to share information
Service all callers in a timely manner to maintain acceptable phone statistics
Become familiar with all pertinent details for assigned accounts
Service customers equally in both official languages, English and French
Handle administrative duties as required

Knowledge/Skill Requirements

Excellent communication skills (listening, written and oral)
Bilingualism in French and English (oral and written) is required
Polite, well spoken, able to handle difficult people
Customer focused and understands "customer satisfaction"
Able to handle data entry while speaking on the phone
Intermediate Computer Skills - Windows, Word, Excel, proficient
Enthusiastic; Ability to work positively in a team environment
Excellent Problem Solving Skills
Recommended Qualifications

Related customer service experience an asset
Experience in the Promotional Merchandise Industry an asset
Direct Mail order-taking experience an asset

High school diploma or general education degree (GED) required
College/University or related courses of study a benefit
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.

Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.