Customer Care Advocate II - FRENCH SPEAKING

Position Overview

This role is key in meeting the needs of our OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. This position is responsible for processing orders, advising on pricing, delivery, lead-time, terms and conditions guidelines and policies, credit/debits, etc.   

Key Responsibilities  

• Perform basic daily account management tasks: 

• Respond to email and phone inquiries 

• Process customer orders 

• Process customer claims 

• Complete daily reports 

• Research and process customer credits and debits 

• Assisting in writing department SOPs and work instructions and coaching other CSR’s on SOP and work instruction creation 

• Triage and process customer orders 

• Utilize CRM, Oracle, OTIS, DDM, Excel, Word, PPT, and O365 to address customer requests 

• Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.) 

• Identify and take action on continuous improvement opportunities 

• Actively participate in daily Gemba calls. 

• Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions 

• Participate in user testing to improve department processes 

• Assist in special projects and Kaizen events 

• Help train, job shadow, and mentor new hires 

PROFESSIONAL EXPERIENCE/QUALIFICATIONS 

The successful candidate will have relevant customer service experience and have proven experience in developing collaborative relationships across all levels and functions.  This individual must have the passion, energy, adaptability and intellectual curiosity necessary for a fast-paced, growth-driven environment.  Be able to employ forward thinking and a continuous improvement mindset. 

Required Skills and Qualifications

• Requires a high school diploma or equivalent and 2-3 years of related experience

• Conversationally fluent in French to service French-speaking customers

• Experienced Microsoft Office; Excel, Word, O365

• Strong multitasking and prioritization skills

• Practices a continuous improvement mindset

• Enjoys relationship building with customers

Preferred Skills and Qualifications:

• Bachelor's degree preferred

• Customer service experience within manufacturing