Bilingual Customer Account Specialist
Location
Scarborough, ON | Canada
Job description
Serving at the Intersection of Family, Innovation, Quality and Care
Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.
Fellowes Canada has been certified as A Great Place To Work for the last 5 years (2019-2023)
Recognized among America’s Best Midsize Employers by Forbes in 2021 and 2022
The Role
As the Bilingual Customer Account Specialist, you will be responsible for managing and strengthening relationships with key customers of Fellowes Canada Ltd in a fast pace, demanding environment. You will be held accountable for the complete order management cycle for assigned accounts, which include entry, ensuring on time shipping/delivery, returns/deduction management, addressing all customer enquiries and other related activities as they relate to orders and products. In addition, you may be asked, from time to time, to perform other tasks/participate in projects etc. which support Fellowes Canada Ltd. in its pursuit of its overall business strategy and performance objectives as they relate to customer service.
The hybrid role will require onsite training for 3-5 days/week for the first 60-90 days after which the role requires 3 days in office. Hours of operation are 8:30-4:30 pm.
In This Role, You will…
- Provide 1st class customer service support to existing customers and distributors. Deal directly with customers via telephone, or electronically (e-mail)
- Receive (EDI and manually), verify, and process orders from customers/internal depts. utilizing the organization’s internal ERP systems (Oracle) ensuring orders are accurate (pricing, UOM etc.)
- Manage orders in customer/B2C portals as required (Vendor Central, Retail link, CHUB, etc.)
- Respond to customer enquiries relating to the status of existing orders (pricing, delivery information, backorders etc.).
- Initiate required action for response to customer requests for order changes, and communicate changes to the appropriate personnel/departments
- Manage/resolve all French enquiries from customers/consumers (i.e. product information, where to purchase, product recommendations, issues with Fellowes products, etc.) - Liaison with Global After Sales Service team and Five Star
- Provide carrier PODs /copies of packing slips to customers upon request
- Work with Canada AR to address overdue balances > 120 days, run reports Investigate and process credits/debits /deductions/ Noncompliance Fines etc.
- Investigate, authorize, and issue customer returns
- Process digital (remote) credit card payments and interface with AR team to ensure reconciliation
- Participate in customer service projects (i.e. upgrades, B2B–B2C solutions, process improvements etc.) when required
- Assist with account coverage across department during vacations, absences, projects etc.
- Ensure customer profiles are current and accurate with appropriate cross training in place
- Act as interface/liaison for department ensuring inter-departmental communications and workflow are accurate and efficient – working together to win
What You Bring to the Team
- Bilingual (English & French) both written and verbal
- Minimum of 3 years previous customer service experience preferably with business machine /consumer packaged goods company in a fast pace/demanding environment
- Intermediate skills in computer usage including MS Office (excel, word etc.) complemented by excellent data entry skills - Experience with an ERP system – (Oracle ERP an asset)
- Strong knowledge of B2B (business to business – EDI etc.) & B2C (business direct to consumer - .CA) relationships and processes
- High attention to detail, analytical, problem-solving skills with an aptitude for being a forward thinker.
- Willing to take initiative within role when/where required to ensure success.
- Ability to prioritize and organize according to business demands
- Ability to work as part of a team and/or unsupervised in a fast-paced environment.
- Strong communication skills with the ability to foster strong relationships with both internal and external customers.
- Passionate approach in ensuring excellent customer service.
- Post-Secondary Education preferred. Strong combination of experience, training and education considered.
Fellowes Brands - A Family Business Since 1917
For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a “Brand on the Move” and remain committed to finding new ways to help people work better and feel better.
Visit our Careers Site:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.
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