Customer Service Representative (Bilingual French)/Représentant du service à la clientèle (bilingue français)

Administration Pointe-Claire, Québec Toronto, Ontario Guelph, ON Ottawa, Ontario Kitchener, Ontario


Description

Xylem |ˈzīləm|

1) The tissue in plants that brings water upward from the roots;

2) a leading global water technology company.

Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world’s water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.

If you are excited and passionate about helping us #letssolvewater, we want to hear from you! For more information, please visit us at www.xylem.com​.

We Offer You More Than Just “A Job”

           

  • Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.
  • Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.
  • Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.
  • Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Emerging Leaders, and Working Parents Networks.

The Role: The Customer Service Representative performs customer service duties in support of field sales efforts while managing multiple priorities. Excellent communication, interpersonal skills and attention to detail are required in order to communicate with internal and external customers in a competent and professional manner while ensuring accurate order entry.  This is a 12-18 month contract.

Essential Duties/Principal Responsibilities:

  • Process all customer orders in the assigned area or for the assigned product line(s).
  • Answer software inquiries relating to product selection and updates
  • Answer all customer inquires for pricing and delivery information.
  • Issue RMA's to customers that need to return items. 
  • Make warranty / repair / replace decisions or refer to appropriate person if unsure.  Authorizes repair centers for warranty repair up to the value of the item.  Issue credit memos as required.
  • Communicate new product information to the customers. 
  • Communicate any pertinent customer information to the sales reps.
  • Sell additional products to customers when they are on the phone.
  • Perform telemarketing functions as required.
  • Responsible for first attempt for "Get Paid" program resolution.
  • Open and update customer master records.
  • Communicate accurate customer pricing information.
  • Release pick lists to shipping for on-time delivery.
  • Determine best shipping method for order based on service and price.
  • Perform back up duties for absent CSR's as applicable.
  • Participation in Xylem Watermark volunteer activities

 

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

  • Bilingual English & French required
  • College diploma or experience in a technical role, preferable mechanical pumps
  • Minimum one year experience in a similar position. 
  • Excellent computer skills, including, but not limited to Microsoft Word, Excel, Outlook, and PowerPoint and preferably prior experience with BPCS software. 
  • Excellent written and oral communication skills, including the ability to demonstrate courtesy and tact when dealing with customers and co-workers. 

Preferred Qualifications:

  • Previous general support of industrial products or applications

Physical Demands:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Regularly required to sit or stand, reach, bend and move about the facility

Work Environment:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
  • Standard weekly job hours: 40 hours

Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


Le représentant du service à la clientèle effectue des tâches de service à la clientèle à l'appui des efforts de vente sur le terrain tout en gérant plusieurs priorités. Une excellente communication, des compétences interpersonnelles et une attention aux détails sont nécessaires pour communiquer avec les clients internes et externes de manière compétente et professionnelle tout en assurant une saisie des commandes précise. Ceci est un contrat de 12-18 mois.

Responsabilités et devoirs

  • Traiter toutes les commandes client dans la zone affectée ou pour la ou les lignes de produits affectées.
  • Répondre aux demandes de logiciels concernant la sélection et les mises à jour de produits
  • Répondez à toutes les demandes des clients pour connaître les tarifs et les informations de livraison.
  • Émettre l'approbation de marchandise aux clients qui doivent retourner les articles.
  • Faire des décisions de garantie / réparation / remplacement ou se référer à la personne appropriée en cas de doute. Autorise les centres de réparation pour les réparations sous garantie jusqu'à la valeur de l'article.
  • Émettre des notes de crédit au besoin.
  • Communiquer les nouvelles informations sur les produits aux clients
  • Communiquez toute information client pertinente aux commerciaux. V
  • endre des produits supplémentaires aux clients lorsqu'ils sont au téléphone.
  • Effectuer des fonctions de télémarketing au besoin.
  • Responsable de la première tentative de résolution du programme "Get Paid".
  • Ouvrir et mettre à jour les fiches clients.
  • Communiquer des informations précises sur les prix des clients.
  • Relâchez les listes de sélection à l'expédition pour la livraison à temps.
  • Déterminer la meilleure méthode d'expédition pour la commande basée sur le service et le prix.
  • Effectuer des tâches de sauvegarde pour les CSR absents, le cas échéant.

Qualifications et compétences

  • Diplôme d'études secondaires ou expérience

Expérience

  • minimum d'un an dans un poste similaire dans un environnement de fabrication.
  • Excellentes compétences en informatique, y compris, mais sans s'y limiter, Microsoft Word, Excel, Outlook et Powerpoint et de préférence une expérience antérieure avec le logiciel BPCS.
  • Excellentes aptitudes à la communication écrite et orale, y compris la capacité de faire preuve de courtoisie et de tact face aux clients et aux collègues
  • Nous accusons réception de votre demande d'emploi auprès de notre société et il nous fait plaisir d'examiner votre demande. Cependant, seuls les candidats à l'étude seront contactés.