Bilingual Customer Service Rep Job in Mississauga L5R 3M3, Ontario Canada

 

POSITION DESCRIPTION

             

Title:                            Bilingual Technical Service Representative                    Date:  April 13, 2011

 

Dept:                            Technical Service Team                                                       

 

Reports to:               Director, Customer Care

 

KEY RESPONSIBILITIES

 

Working actively to handle incoming customer calls in efforts to provide quality product information and advice, while also attempting to introduce customers to new products through sales.  To set the standard for the provision of complete After Sales Service.

 

 

·         Handling incoming consumer and technically-related calls within the set quality standards

·         Fielding calls and responding to inquiries and technical questions for multiple product lines

·         Products Lines include Fiat Plumbing Products, Porcher, Sottini, Jado, American Standard Furniture, Crane Plumbing Products Eljer Fixtures

·         Answering questions and resolving cases that are complex in nature.  

·         Responding to inquiries from the “End User”, Sales Representative, Wholesale, or Retailer

·         Addressing and resolving all complaints related to Trades, New Home Builders, Contractor, Plumber, Engineer

·         Provision of support to the Canadian Sales Team, resolving all customer inquiries pertaining to product, inquiries requiring repair or replacement

·         Introduction of new products through customer care resolution and suggestive sales

·         Entering of all Service Requests through the use of the Customer Care Database CRM Module

·         Processing and completion of product order requests through order entry

·         Creating Warranty Orders for all repair parts requested – performing follow-up with shipments, damaged product, and missing shipments, etc.

·         Making Outbound Calls to follow-up Service Requisitions and to follow-up with customers on all pending cases

·         Responding to inquiries received via Email

·         Forwarding of pamphlets, templates, instruction manuals, to customers

·         Distributing and working through faxes (Inbound), and also faxing out Service Call Requisitions to be handled by plumbing companies

·         Advising customers on how to proceed with regards to warranty returns, while also helping them to define non-warranty returns vs. items under warranty

·         Acting as a liaison between quality inspectors and service technicians in the field

·         Ensuring that as a representative you are always updated on product changes, and new promotional offers, or discontinued or defective products, product number changes and repair parts pricing information where applicable

·         Informing Quality Inspection Team of arising issues pertaining to Fixtures, Fittings and Repair parts

·         Participation in general meetings pertaining to new product scheduled to be launched and trained

 

·         Bilingual (English and French spoken) a requirement

·         Strong communication skills

·         Excellent team building skills.  Develop and execute priorities for both self and team members

·         Ability to multi-task

·         Resolution of complaints most complex in nature

·         Knowledge of sales

·         Sound customer service skills

·         High degree of accuracy and organizational skills

·         The department operates five days per week (Monday to Friday) from 8:00am to 4:00pm  or 8:30am to 4:30pm.

·         The shifts may change as required

 

 

American Standard Brands is an Equal Opportunity Employer

 

If you feel you have the right skills, we invite you to send your resume to

Human Resources

American Standard Brands

Email: hrmississauga@americanstandard.com

Fax: 416-276-9128

 

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

 

 

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