Bilingual Customer Concierge

Department: Corporate Marketing

Office Location: Laval, QC or Mississauga, ON or Edmonton, AB

Languages: English and French (oral and written)

WHAT DO WE DO?

We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

We are currently searching for a Bilingual Customer Concierge under the supervision of the Customer Care Supervisor, the CC constantly strives to provide an exceptional customer experience to our customers. Making up a core component of the John Brooks Sales Team, the CC will demonstrate a passion for learning and continual improvement of the customer experience. As well, the position is responsible to ensure all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor and passion for great customer experience.

DUTIES & RESPONSIBILITIES

Ensure a timely, and professional response to:

• Proactively keep customers informed of promised ship dates
• Ensure customers have a positive experience while processing Returns / Credit note / order issues through immediate and effective action
• Maintain all customer communication through the Maximizer CS module
• Providing feedback regarding order & shipment status
• Referring advanced technical inquiries to the appropriate personnel

Provide a superior customer experience 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.
• Exhibiting courtesy, patience, and displaying a positive attitude when dealing with all customers
• Understanding what inquiries or issues should be escalated to the Supervisor and asks for assistance, as needed

Other:

• Responsible for appropriate, timely and consistent self-development
• Other related duties which may be assigned from time to time

Requirements

Essential:

• 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 will be a constant
• A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation

Desirable:

• Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

WORK ENVIRONMENT

• Fast-paced environment in a dynamic competitive industry
• Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails and virtual meetings

Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Benefits

Canadian founded and owned[KH1] , John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

WHAT’S IN IT FOR YOU?

• Competitive remuneration including base salary + incentive
• 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

FUN FACTS

• The average employee tenure is 9 years
• 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

We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.

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