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Bilingual Customer Service Associate

Bilingual Customer Service Associate

Customer Service
Job Locations 
Job Function 
Customer Service
Min. Exp.(Yrs) 
Full Time

More information about this job
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General Function

Responsible for managing all aspects of assigned accounts.  Prioritizing, problem solving and quick decision making are critical functions in this role.  Serve as liaison between internal customers, retailers, sales force and brand(s) in order to build confidence, business relationships, increase sales and deliver exceptional customer service.

Primary Duties

  • Make decisions based on customer and brand expectations by analyzing orders for shipment and monitoring multiple order reports.
  • Understand specifications of each type of purchase order for assigned accounts and communicate with customers, sales reps and brand management for the release of merchandise. 
  • Identify and resolve issues including product availability, pricing, terms, discounts, routing and special instructions before releasing orders to the distribution center for shipment. 
  • Responsible for problem resolution, including researching, resolving and following through, to meet our internal and external customer needs.
  • Answer 800 line and direct line calls for various brands in a courteous and timely manner.
  • Create, process and maintain orders, contracts and returns.
  • Process and communicate status of orders to dealers and sales reps.
  • Understand and support the entire order fulfillment process.
  • Possess working knowledge of all product lines, sales programs, brand communications and other correspondence - includes keeping this dynamic information current and very well organized.
  • Develop and maintain positive and professional working relationships with sales reps, dealers, distribution center personnel, team members and other internal support departments.
  • Work closely with Vendor Compliance to understand and interpret customer requirements, including routing, special instructions, etc.
  • Handle multiple inquiries related to credit, debit and cancel requests.
  • Understand and research pricing conditions related to SAP, including terms and discounts for accurate order processing.
  • Create and maintain customer cross reference numbers, inventory feeds and place orders for pre-tickets when applicable.
  • Possess general knowledge of the dealer and sales force online ordering system and distribution center software and process flow.
  • Work with the customer’s specific vendor site.  Manage and understand all aspects of customer’s requirements; including inventory updates, PO verification, revisions, etc.
  • Understand and utilize a wide variety of EDI functions in order to meet each customer’s EDI requirements. 
  • Serve as “back up” for other team members when needed in addition to current workload.
  • Support Sales department; may include promotional calls.
  • Perform duties consistent with the Company’s AAP/EEO goals and policies.
  • Perform other duties as required/assigned by manager.

Knowledge, Skills and Abilities Required

  • Minimum 2 years customer service experience.
  • Fluently bilingual - English & French.
  • College degree in related field or equivalent work experience.
  • Proficient in Excel, Word, Outlook, SharePoint and website navigation.
  • SAP experience preferred.
  • Fluent in French and English, oral and written.
  • Excellent verbal, written and interpersonal communication skills.
  • Demonstrated ability to perform position responsibilities listed above in an effective, timely and professional manner.
  • Ability to multi-task, accurately prioritize workload and maintain a strong sense of urgency.
  • Strong problem solving, organization and follow through skills.
  • Able to establish and maintain professional and effective working relationships with all levels of the organization as well as external customers.
  • Must work well in a team environment.
  • High level attention to detail.
  • Maintain a very strong sense of urgency.



Normal office environment.


The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.

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