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Bilingual Customer Experience Representative (English/French)

Anatolia Tile + Stone

Bilingual Customer Experience Representative (English/French)

National
Full Time
Paid
  • Responsibilities

    Anatolia Tile & Stone is a leading importer and distributor of ceramic and stone tile and is a major supplier to some of the largest distributors throughout the United States and Canada. Based in Toronto, Anatolia Tile & Stone is a privately owned 100% Canadian corporation that is growing rapidly. Currently we are looking for an eager, motivated Bilingual Customer Experience Rep to join our growing team.

    Position Summary

    The Customer Experience Representative is responsible for the end-to-end servicing of client accounts with a customer-centric focus, including the creation, management and coordination of all order entry and logistics activities associated with customer accounts. This role is also responsible for supporting inbound/outbound call activity ensuring a best in class customer experience

    Duties & Responsibilities

    Provide end-to-end service in managing customer accounts within North America, from time of order to successful delivery of products.

    Ensure solid understanding of order load logistics requirements for both Canadian and US orders, scheduling transportation and tracking shipments, and preparing packing slips and bills of lading for the warehouse as necessary.

    Ensure a high level of customer service is consistently delivered by responding to customer enquiries, both internally and externally, received via telephone, fax or email in a timely and courteous manner.

    Take ownership for customer satisfaction and strive for excellence by achieving/exceeding customer expectations, especially when investigating and resolving customer’s complaints or issues.

    Maintain accurate and detailed records on specific account as related to information requirements, discussions, or correspondence with customers.

    Answer telephones and assist with any incoming inquiries relating to the status of purchase orders, product-specific information and shipment information ensuring thorough knowledge of product lines and accurate product and pricing are maintained and appropriately communicated to customers.

    Enter orders into SAP accurately and efficiently, manage change orders and delays, check stock and back orders, and relay information or changes to customers in a courteous and timely manner and ensuring the system is updated accordingly.

    Provide ongoing support and assistance to the CSR team as necessary

    Assist with special projects and perform other duties as assigned.

    Qualifications

    Post-secondary education required in a related field.

    Bilingual in English and French

    Minimum of 2 years of relevant customer service experience, preferably from manufacturing or distribution, within the construction/building material industry.

    Excellent written and verbal communication skills with a high degree of emotional for enhanced performance and conflict resolution.

    Solid Microsoft Office Skills.

    Previous exposure to an ERP/WMS system required, SAP will be considered an asset.

    Demonstrated ability balancing customer expectations and company interests.

    High attention to detail, results oriented, and ability to work in a fast-paced environment.

    Strong organizational, time management and interpersonal skills.

    Experience relating to logistics and shipping/receiving is an asset.

    We thank all who apply, however, only those selected for an interview will be contacted.

    The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. Anatolia Tile & Stone is committed to providing accommodations for people with disabilities in all parts of the hiring process. Anatolia Tile & Stone will work with applicants to meet accommodation needs that are made known in advance. Interested applicants should submit their updated resume and application form on or before the posting deadline closes. We thank all applicants for their interest however only those meeting the minimum qualifications will be interviewed

    Anatolia Tile Stone is proud to be recognized as one of Canada’s 50 Best Managed Companies. Anatolia Tile Stone is an owned subsidiary of Anatolia Group Inc., a global Canadian-owned and managed Corporation. Anatolia Group Inc., includes diverse holdings in building materials manufacturing and distribution, real estate and capital investments. Other subsidiaries include Anatolia Capital Corp., Anatolia Tile Stone (Turkey) A.S. and Anatolia Ceramics (Turkey) A.S.; with office, warehousing, international supply chain distribution and manufacturing in China, Turkey, the United States and Canada.