Customer Service Representative

Bilingual Customer Service Representative (Contract)

Your new company
Hays has partnered with Epiroc, they are a vital part of a sustainable society and a global productivity partner for mining and infrastructure customers. With ground-breaking technology, Epiroc develops and provides innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. The company also offers world-class service and other aftermarket support as well as solutions for automation, digitalization, and electrification. Epiroc Headquarters is based in Stockholm, Sweden, had revenues of SEK 36 billion in 2020, and has 14 000 passionate employees supporting and collaborating with customers in more than 150 countries.

Your new role
The Customer Service Representative is responsible for handling and/or coordinating all incoming internal/external customer requests in relations with parts or machines sales, and related deliveries. The Customer Service Representative will provide customer service to clients while processing their transactions or listening to their issues in an efficient, accurate and friendly manner. They will deliver a positive customer service experience to each client and contributes towards enhancing the overall level of customer satisfaction.
  • Handle all incoming calls related to consumables, parts, service & equipment, prices and delivery of orders, chasing orders, managing orders.
  • Screen telephone calls and direct to appropriate department/personnel if it is not customer service related
  • Enter, add foot notes and print orders to the warehouse and include shipping priorities (calling transport, etc.)
  • Maintain good image of the Company and build good relations with internal/external customers in handling their queries, complaints, etc.
  • Recognize and respond to the client’s needs, identifying opportunities to promote and provide advice on our products or services. Inform clients about services and products available, and make recommendations where possible
  • Handle disgruntled or dissatisfied callers in a courteous and professional manner. Strive to resolve client issues on the first call without escalation.
  • Handle RMA’s in accordance with the company policy
  • Receive and process orders and quotations from customers and internal Product Managers and Sales Representatives
  • Research availability of products
  • Coordinate and expedite order process with warehouse, service and shipping companies;
  • Participate in annual inventory count of parts and consumables
  • Follow-up back orders
  • Prepare parts quotations
  • Revision of the customer PO and prepare adequately the invoice description when the order is processed
  • Work closely with the Custom Solutions department to handle the special purchase orders (enter the orders, coordinate purchase, follow up shipments, etc.)
  • Inform in time Credit and Collection about the shipment of progress billings of the orders
  • Comply with the organization’s people management, environmental, health & safety, recycling, sustainability efforts and quality assurance policies and standards
  • Perform special studies and carry out special assignments, as required by his/her supervisor.
  • Cost per measure administration (creating new contracts, data entry, returning parts, adding new parts, maintaining pricing, creating summaries and invoicing)

What you'll need to succeed
  • Bilingualism is necessary (English and French) for Quebec
  • Strong customer service and troubleshooting skills
  • Computer literate, including effective working skills of MS Office and Lotus Notes
  • Exceptional conflict resolution, negotiation, and objection handling skills
  • Customer Focus
  • Excellent interpersonal skills
  • Teamwork
  • Able to work well under pressure
  • Strong attention to detail
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.

What you'll get in return
  • 450$ towards gym/gym equipment.
  • 2 weeks of vacation time.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #1102322


Job Type
Construction and Property
Fixed Salary

Talk to a consultant

Talk to Jeremy Nathan, the specialist consultant managing this position, located in Montreal (EN)
Suite 850, 1555 Peel St

Telephone: 4378866199

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