BILINGUAL CUSTOMER SERVICE PROFESSIONAL

Tue, 17 Apr 2012 00:00:00 EDT

On a national basis, provide exceptional Customer Service to Unisource valued customers based on the criteria set within specific Customer programs for the Re-Distribution business unit.

Cover all Canadian time zones which will include variable shifts.

Process Customer warehouse orders within Unisource order types based on multiple channels by which Customers place their orders including:

Process regular orders, future orders, hold orders, inter-branch transfers, sample orders (where applicable), converting orders received through any channel such as phone, fax, mail, EDI, web, walk in, sales representatives
Ensure that required minimum and service standards are adhered to, recommend additional products to assist the customer to reach their minimum order value
Ensure stratification, pricing, sales policies and procedures are followed
Verify tax (where applicable), as well as high & low margins triggers at time of order entry
Provide order confirmation to customers verbally, via fax or email as required

Manage backorder and lost orders to improve customer satisfaction and demand planning accuracy: identified items to meet established targets, (where applicable)

- Pre-Qualify new accounts.

- Generate and maintain order guides as assigned.

- Generate reports for customers as assigned.

- Actively participate in process improvement teams as assigned.

- Participate in and organize peer coach training as assigned.

- Redirect requests to appropriate departments as required based on the Customer’s need.

Sample requests
One time customer specific orders (K is SS)
Expediting
Credit inquiries
Direct orders
Non stock items

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BILINGUAL CUSTOMER SERVICE PROFESSIONAL