Bilingual Customer Experience Coordinator

DUTIES & RESPONSIBILITIES

Customer Support

• Support the outside sales team in maintaining established relationships and contact with our targeted distributor customers by identifying and servicing various requests
• Provide service excellence that creates a network of referrals to downstream multi-family developers, general contractors, and low-rise builders by offering an elevated level of service
• Provide first call resolution by responding to customer’s pricing inquiries, order status, stock availability, and any other inquiries
• Be the subject matter expert on Taymor’s products & services and provide support on product specification
• Provide support to our Designers, Developers, and Builders by processing samples to help decision-makers select Taymor in their development projects

Order Management

• Receive, process, verify and confirm customer orders via telephone, email or EDI.
• Ensure accuracy of orders and evaluate alternate supply (possible substitutions) prior to releasing to maximize order fulfillment requirement and reducing the Customer impact on project deliverables
• Monitor the customer order journey from quote to delivery and provide follow-up on project order status to ensure Distributor and Developers are informed.
• Act as a project coordinator in collaboration with Sales, Inside Sales and Customers.
• Be the subject matter expert for keying requirement and filling in Keying Forms to ensure project accuracy by managing scheduling of keying services to maintain customers delivery expectations
• Collaborate with internal stakeholders to ensure lead times are reviewed to manage customer expectations

After Sales Support

• · Proactive troubleshooting/site service support
• · Responsible for processing and tracking warranty and credit claims
• · Coordinate with other departments to complete a project postmortem, to provide feedback to the customer on their project
• · Resolve customer product and billing complaints by diplomatically performing activities such as exchanging merchandise or issuing credit notes

Other tasks and responsibilities

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
• Gain familiarity with the day-to-day operations of the business and participates in improving operations by offering potential alternatives to existing methods
• Other tasks and responsibilities as assigned

Skills and Requirements

Top Competencies Required for this role:

• Bilingual (French & English)
• Service Excellence
• Product Knowledge
• Sales Responsiveness
• Problem Solving
• Accountability

Experience:

• Minimum of 1 year experience within home building construction or related industry an asset
• Experience within manufacturing is preferred
• Experience in telephone customer service/inside sales support or other related experience demonstrating high competency in delivering consistent service excellence
• Experience working with an ERP system an asset

Technical & Professional Abilities:

• Excellent customer service skills with high proficiency in phone and email communications
• Technical/mechanical aptitude to learn varied product lines
• Intermediate proficiency with MS Office suite
• Hardware schedule reading is an asset
• Strong multi-tasking, organization and priority-setting skills
• Accurate data entry skills
• Strong Team player
• Can-do attitude to do what it takes to provide best in class customer service