Job Description
Our client, a leading manufacturer, is seeking a Bilingual Customer Service Team Lead to join their team on a permanent basis.
In this role, the Bilingual Customer Service Team Lead will be responsible for overseeing all aspects of the customer experience.
Key duties will include processing, analyzing, and verifying order information with the utmost precision and efficiency, as well as proactively following up with customers to ensure consistently high levels of service and satisfaction. Key Responsibilities :
- Training and Onboarding :
- Develop training and onboarding guides for the Customer Experience team
- Create manuals, tools, and identify areas for improving customer interactions
- Utilize resources like databases, email, and the internet to solve problems and gather information
- Collaboration with Leadership :
- Work with the leadership team to address redundancies, improve processes, and mitigate common errors
- Customer Experience Support :
- Assist Customer Experience Specialists with order entry, customer pricing, and sourcing information
- Ensure timely resolution of issues to facilitate prompt order completion
- Handle incoming calls to efficiently support sales, customers, and distributors
- Customer Service Management :
- Manage customer service requests, including order modifications and customer data maintenance
- Process return authorizations and rebates as required
- Generate and distribute reports and order acknowledgments to relevant personnel
- Administrative and Operational Support :
- Provide general office and administrative support to the company's teams
- Offer recommendations for short-term and long-term actions to support company growth
- Manage customer follow-up to ensure high levels of service
- Assist with email and inbox management for senior leadership
Qualifications :
- Minimum 5 years of experience in a similar customer service role
- Detail-oriented with a passion for continuous improvement
- Proven track record of delivering outstanding customer service
- Ability to assess customer needs and provide effective solutions
- Proficient in MS Office applications (Word, Excel, Outlook)
- Excellent typing and internet navigation skills
- Superior communication skills
- Understanding of customer relationship and service best practices
- Capable of handling high call volumes with a positive outlook
- Proficient in navigating multiple computer applications (e.g., Salesforce, SAP)
- Manufacturing or sanitation sector experience is beneficial but not required
- Bilingual in French and English is a must
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