Bilingual Customer Account Representative

Location:	Mississauga, Ontario, Mississauga, Peel, Ontario, Canada
Job Type:	Permanent
Posted:	19th Sep 2008
Closing Date:	17th Oct 2008
Posted By:	Maple Leaf Consumer Foods
Details:
Bilingual Customer Account Representative POSITION SUMMARY:  To be a primary point of contact within Customer Service for a group of accounts – managing the customer relationship, working with and supporting the field sales force  To enter and manage orders, including managing and preventing shortages and allocations  Deal as a point person with internal customers such as Sales, Logistics and Planning POSITION RESPONSIBILITIES:  Order Entry and Confirmations  Proactively and reactively addressing shortage issues.  Issue resolution including order tracing and working cross-functionally to meet customer expectations.  Processing returns  Manage price discrepancies  Maintain customer notes and SOPs  Execute allocation, wish list and prioritization processes.  A primary contact for a large group of customers and provide secondary support for additional small customers  Making customer calls, supporting sales, answering queries & managing relationships  Create/send customer short reports ACCOUNTABILITIES:  Maintaining customer relationships for a group of accounts  Ensuring coverage is always available for calls coming in from the queue  Maintaining defined service levels for the assigned account REQUIRED SKILLS AND EXPERIENCE:  Strong alignment with Maple Leaf’s Leadership Edge Values (Do What’s Right; Be Performance Driven; Have Bias for Action; Continuously Improve; Be Externally Focused; Dare to be Transparent)  Bilingual (English/French) is a must  University Undergraduate Degree or equivalent experience  1 to 2 years in a customer-facing role  Strong ability to build customer relationships and deliver flawless customer service  Good problem solving, prioritization, & organization skills with the ability to manage multiple competing tasks  Good communication skills - written and verbal (one-on-one and in groups)  Good negotiation skills  Highly detail oriented and able to process a large number of phone calls and orders on a daily basis  Self motivated team player. Able to be pro-active and work with minimal supervision  System Knowledge: Competent in Microsoft Word and Excel; knowledge of Cognos, BPCS/AS400 or similar.

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