About the job
My client is seeking a strong Bilingual Sales Support / Customer Service Specialist for their
Sainte-Catherine, Quebec Location.
- Customer Interaction & Support:
- Serve as the main point of contact for suppliers and customers, addressing inquiries, concerns, and requests.
- Provide information on company products, services, pricing, and recycling processes.
- Resolve supplier and customer complaints, providing prompt and effective solutions to ensure satisfaction.
- Order Processing & Documentation:
- Manage incoming and outgoing orders for scrap metal recycling services, ensuring accurate data entry and order fulfillment.
- Process supplier and customer transactions, including invoicing, payments, and delivery scheduling.
- Maintain accurate records of customer interactions, orders, and inquiries in the CRM system.
- Work Orders:
- Complete work orders based on MSDS of customers, and incoming material from suppliers.
- Track work orders until completion to ensure completeness of the job.
- Follow up with work orders to ensure all information has been transferred to finance for commissions calculations.
- Product & Service Knowledge:
- Demonstrate a strong understanding of metal recycling processes, and pricing structures to assist suppliers and customers effectively.
- Educate suppliers and customers on metal types, recycling options, and the environmental benefits of recycling.
- Advise suppliers and customers on the best practices for delivering and receiving materials to and from the recycling facility.
- Coordination with Internal Teams:
- Collaborate with operations, sales, quality control finance and logistics teams to coordinate pick-ups, deliveries, and material processing.
- Work closely with the plant and yard staff to resolve supplier and customer issues related to service delays, material handling, or processing.
- Quality Assurance:
- Ensure that supplier and customer expectations regarding service quality, delivery times, and material processing are met or exceeded.
- Monitor supplier and customer satisfaction levels and escalate unresolved issues to the appropriate department or manager.
- Follow up with supplier and customers after service completion to ensure satisfaction and resolve any post-service concerns.
- Billing & Payment Handling:
- Address billing inquiries, discrepancies, and payment issues, working with the finance team as needed.
- Assist suppliers and customers with billing-related questions, including charges for scrap metal quantities and pricing.
- Customer Retention & Relationship Building:
- Build and maintain long-term relationships with key suppliers and customers to encourage repeat business and loyalty.
- Offer personalized recommendations for suppliers and customers based on their recycling needs and past transactions.
- Promote supplier and customer loyalty programs or new services that could benefit their operations.
- Problem Solving & Issue Resolution:
- Address and resolve any supplier or customer service issues, such as service delays, pricing disputes, or quality concerns.
- Act as a mediator between suppliers or customers and internal teams to resolve conflicts in a timely and professional manner.
- Proactively identify potential issues and work to prevent customer dissatisfaction.
- Product Returns & Returns Management:
- Process any returns of metal materials, ensuring compliance with company policies and environmental regulations.
- Coordinate the return logistics with customers and the operations team.
- Market & Industry Knowledge:
- Stay updated on industry trends, market prices for metals, and recycling regulations.
- Inform suppliers and customers about changes in market conditions, service offerings, or regulations that may affect their business.
- Reporting & Feedback:
- Report on supplier and customer feedback, service issues, and trends to management for continuous improvement.
- Provide insights on supplier and customer satisfaction and areas of opportunity for service enhancement.
Skills & Qualifications:
- Strong communication and interpersonal skills, with the ability to handle customer concerns effectively.
- Knowledge of the metals recycling industry, including scrap types, pricing, and recycling processes.
- Proficient in customer service software (CRM), Microsoft Office, and other relevant tools.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to handle multiple tasks and prioritize in a fast-paced environment.
- Detail-oriented with excellent organizational and documentation skills.
- Bilingual French / English must have
- Easy going personality.
How to Apply: