If you're looking for a collaborative work environment with an established organization that also offers career advancement opportunities, then we invite you to consider applying for a position with SURTECO.

SURTECO specializes in the production and sale of laminates, foils and vinyl-coated fabrics used in a variety of decorative surfaces. Our technologies, products and services deliver distinctive performance features, thus helping to support our Customers' reputations for trusted brands around the globe and in an array of markets.

We are currently seeking an experienced Customer Care Representative- Bilingual English/French to join our team!

The Customer Care Representative provides a high level of service to internal and external customers throughout day to day business operations. The Customer Care Representative cultivates strong relationships with customers while also exceeding customers' expectations. The desired candidate must speak English and French. Additionally, the Customer Care Representative will be detail oriented and possess strong order entry skills.

Essential Responsibilities:

• Prompt and professional handling of customer requirements such as inquiries or concerns

• Accurate and timely customer information in SURTECO data systems

• Insights and customer perspectives that will enable SURTECO to make decisions with the customer requirements in mind Primary Duties & Responsibilities

• Accurately process customer orders in a timely and efficient fashion

• Answer incoming calls as priority at all time in a professional manner taking ownership of call and provide resolutions to any inquires

• Responding to customer inquiries questions, problems and delivery schedules (via phone, email and fax) in a professional and timely manner

• Ensuring assigned customer orders are processed and managed timely, accurately, and sequentially

• Run and communicate weekly open orders reports for assigned customers and advise on open orders status to meet COT goals.

• Coordinate and communicate internally to ensure orders are shipped on schedule

• Prepare and issue credits/debits for pricing issues, defective material, or DNC related issues

• Co-ordinate new color matches with the Color Lab, Production and Sales Rep to ensure material is within spec to the customer's current requirements

• Document QC claims and provide corrective action for the customer

• Meet department KPI's as assigned by CS Manager

• Cross train on various department functions to provide backup coverage

Education, Experience, Specialized Skills & Knowledge

• Previous experience in customer service or in a similar role 3-5 years

• Post secondary education; relevant practical experience may be considered in lieu of post secondary education

• The ability to write and speak fluently in English & French is a requirement

• Intermediate proficiency in Microsoft Office (Outlook, Excel, Word)

• Able to schedule, plan, prioritize own work in accordance with the company's goals

. • Excellent written and verbal communication skills

• The ability to work both independently and as a team player

• Demonstrated interpersonal skills; ability to build rapport and work collaboratively with employees at all levels

• The ability to multitask and prioritize in a fast-paced environment

• Highly organized, able to coordinate multiple resources in an efficient manner

• Strong customer service skills including being assertive, attentive, polite, able to listen and find conflict resolution without losing self-composure

• Strong product knowledge (or the ability to adapt quickly to the new roll)

• Demonstrate ability to absorb empowerment and make independent decisions and approaches to specific situations

Physical Environmental Conditions

• Significant portion of time is spent doing sedentary work at a computer

• “Year end” consists of moving files and possibly standing for longer periods than usual.

• Must be able to lift up to 20lbs, some flexibility may be needed (bending down, crouching, and reaching above head)

• Work environment may be busy with routine background noise due to the voices of other associates and a standard office environment

Company Statement:

SURTECO is an Equal Opportunity employer committed to providing equal access to employment. We value diversity and inclusion and encourage all applicants to apply. In addition, the health and safety of those who contribute to business development is a priority. Open dialogue with our employees is a matter of course, and the further development of their knowledge is a special concern. We enable them to find the right balance between personal and professional life.

DISCLAIMER:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, success profile characteristics or qualifications required of employees assigned to this job. Management retains the discretion to add to or change the duties of the Job at any time.