Bilingual Customer Service Representative - Spray

Division: Industrial - Spray
Office Location: Laval, Quebec
Languages Required: French & English (fluency in both)

WHY JOHN BROOKS COMPANY?

• We have an enthusiastic work environment with tight-knit culture, employee-led committees, annual health & wellness subsidy – to name a few!
• We love celebrations including employee achievement awards, formal service award program, and milestone birthdays

FUN FACTS

• The average tenure is 11 years
• We love to promote from within – all our current Sales Managers were promoted into their positions
• We have close to 200 employees from coast to coast
• We’re continuing to grow – we’ve doubled in size over the last 6 years!
• Specific to sales, 80% of our Outside Technical Sales Reps surpassed their forecast in 2021

We offer an attractive compensation and benefits package including:

• Competitive remuneration plan including base salary and incentive
• Competitive vacation plan
• Extended health and insurance benefits and Company Group RRSP with employer contributions

PURPOSE
Under the supervision of the Inside Sales Supervisor, the Bilingual Customer Service Representative is responsible for the pricing, quoting, and order entry functions for John Brooks spray products, associated with the day to day customer inquiries. The ultimate strategic goal is to ensure total customer satisfaction while meeting or exceeding the branch sales and profitability targets, among other 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

QUALIFICATIONS

Essential:

• College Diploma in a related field
• Strong written and verbal communication skills in both English and French
• 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
• Must have a passion for learning and staying current with the Company’s products to answer customer questions.
• A demonstrated alignment with John Brooks values; customers first, ownership/accountability, respect, performance excellence, integrity and innovation

Desirable:

• Working knowledge of fluid handling equipment and technical/mechanical processes
• Working knowledge of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software systems

WORK ENVIRONMENT

• Fast-paced environment in a dynamic competitive industry
• Branch office location
• 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

Must be fully vaccinated against COVID-19 with all required doses of a vaccine approved by Health Canada. John Brooks will provide reasonable accommodation to individuals who cannot be vaccinated due to medical reasons or any other ground protected by the Canadian Human Rights Act.
 

We are committed to providing equal employment opportunity for people with disabilities. At the candidate's request, accommodations will be available at all stages of the recruitment process.