Mission
We are seeking a Customer Service Representative for our international client.
Accountable for providing efficient support to current and prospective customers, as well as giving administrative assistance to the sales and technical service functions. The incumbent handles customer enquiries, orders, manages and archives transactional records, supplies product information, both internally and externally, such as requests for merchandise, claims for lost or damaged goods, incorrect billing and unsatisfactory services rendered, etc.
The incumbent will provide full support on specific projects and/or complete reports regarding order book. He/she will work proactively to provide feedback, identify areas of improvement and business opportunities.
Responsibilities
* Manage customer orders from purchase order receipt to delivery, invoicing, crediting, and returns.
* FOLLOW UP AND MONITOR BACKORDERS AND OPEN ORDERS ON A DAY-TO-DAY BASIS.
* Handle customer complaints, working closely with Quality Department to ensure timely resolution.
* Provide export documentation for special country requirements.
* Manage order release, picking, packing, and deliveries with third-party providers (3PL) and internal logistics teams.
* Provide proactive communication and support on company activities and liaise with other departments.
* Follow up on regulatory requirements and approvals.
* Coordinate special product needs with Supply Chain Team.
* Participate in records keeping, archiving, and transactional audits.
* Adhere to company policies and procedures, including SOX requirements.
* Fluency in English and French, ideally with a third language (Spanish/Arabic).