Bilingual Customer Service Representative

Company: Lawrence and Gallery Specialty Hardware

Reports to: Director of Customer Experience

Location: North York, Ontario

Job Summary

At Lawrence and Gallery Specialty Hardware, a division of ASSA ABLOY Canada, our goal is to deliver the best customer experience by ensuring the highest level of customer service, product quality and on-time delivery.

As the French Bilingual Customer Service Representative, you’ll be responsible for providing exceptional service and be the point of support for all Customers in the Ottawa and Montreal regions.

You’ll also play a strategic role together with the Sales team, working on sales and growth initiatives with Customers. In this role you’ll report to Director of Customer Experience and the CS Team Leader.

Your Key Responsibilities

• Act the dedicated interface for Customer inquiries, providing support throughout the entire quote and order cycle
• Develop a deep understanding of Customer needs and anticipate and deliver exceptional service
• Fulfill all quoting, order entry, and invoice inquiries; follow up on expedited and replacement orders
• Investigate and follow up on order information and related inquiries
• Answer technical inquiries and provide product information and guidance for Customers
• Provide ongoing communication throughout all order process activities, ensuring that Customers are proactively kept informed
• Engage internal and factory resources to assist in providing timely solutions to issues
• Escalate issues in a timely fashion with Team Leader and Director of Customer Experience, as well as Factory contacts
• Contribute in related sales and growth initiatives and projects with Customers
• Maintain close communications with the Sales team, sharing customer information, updates and suggestions for improvements to better support the Customer

Your Education and Experience

• Secondary or post- secondary education
• Industry experience related to Hardware, Building materials, and/or Architectural products an asset
• 3+ years’ experience in Customer Service or Inside Sales role
• Excellent working knowledge of ERP systems

Your Key Competencies

• Fluent in English and French (written & verbal)
• Exceptionally Customer focused
• A technical aptitude to assist Customers in troubleshooting and resolving their issues
• Ability to use multiple computer systems
• Proficient with MS Office tools
• Strong time management skills and the ability to work in a fast paced environment
• Excellent interpersonal skills with demonstrated success working in a team environment

Physical Demands and Working Conditions

• In-office based position
• Occasional walks on the factory floor

Our Benefits

• Employer-paid Benefit plan
• Competitive Retirement plan
• Ongoing training and development
• Tuition reimbursement programs
• Supportive team environment
• A stable and growing industry!

Interested applicants (internal & external) can apply online at www.assaabloy.com/career

ASSA ABLOY welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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