John Brooks Company is a Canadian firm specializing in fluid handling solutions for various industries. They are seeking a Bilingual Customer Service Representative to handle pricing, quoting, and order entry for filtration products while ensuring customer satisfaction and supporting sales targets.
Responsibilities
- Ensure a timely, professional response to all customer inquiries by:
- Defining customer requirements – delivery, product, price, product identification, order status, etc
- Providing quality quotes
- Coordinating with suppliers as necessary
- Sending out technical information when appropriate
- Providing feedback regarding order & shipment status
- Referring advanced technical inquiries to the appropriate personnel
- Efficient and timely entry of customer orders into order entry system by:
- Developing a detailed knowledge of the order entry system
- Focusing on details – ensuring correct price, product number, description, etc
- Identifies any low stock/stock out issues and escalates it to the appropriate person(s) for review and action
- Provide superior customer service by:
- Working with internal team(s) to proactively expedite on critical orders and/or orders for target accounts
- Keeping customers informed of status of orders, inquiries, shipments, problems, etc
- Referring to others for technical recommendations as required
- Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
- Building customer relationships focusing on target accounts
- Providing support for Level 1 technical calls
- Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed
- Assists the Outside Sales Teams by:
- Having a strong awareness of company, branch, and territory targets and strategies (i.e.: Target Accounts)
- Identifying and sharing leads /opportunities to the appropriate Outside Sales Rep
- Keeping in regular communication with Outside Sales team – informing them directly of any issues, concerns, or problems with their accounts
- Executing quotation follow-up as well as maintaining and updating sales quotation log
- Other:
- Implement the company’s strategies and vision by acting on opportunities to “up-sell” or “cross sell” with customers for expanding business and encouraging the “systems approach”
- Responsible for appropriate, timely and consistent self-development
- Other related duties which may be assigned from time to time
Skills
- College Diploma in a related field
- Strong written and verbal communication skills in both French and English
- A minimum of 1-3 years of related experience (B2B customer service)
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
- Must exude an enthusiasm, passion, confidence, and an optimistic attitude
- Must be a collaborative and a supportive team player
- Excellent interpersonal and communication skills
- Excellent attention to detail
- Be able to 'think on your feet' and assist customers in solving problems and demonstrate creativity
- Must demonstrate initiative
- Ability to develop and maintain key relationships with both internal and external contacts
- Excellent planning, organizational, and time management skills
- Must deal with unclear or imprecise requests for information; contacts with customers regarding complaints or service irregularities may be involved
- A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation
- Working knowledge of fluid handling equipment and technical/mechanical processes
- Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems
Benefits
- Competitive vacation
- Paid personal day program
- Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
- Company Group RRSP with employer matching
- Annual health & wellness subsidy
- Company provided laptop
- We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
- We regularly host social events and gatherings to foster togetherness and fun
Company Overview
Since 1938, John Brooks has been solving fluid handling challenges for our customers through the people and products we stand behind. It was founded in 1938, and is headquartered in Mississauga, Ontario, CAN, with a workforce of 201-500 employees. Its website is https://www.johnbrooks.ca.