Job Description

Customer Service Representative, Billingual

Location:

Brantford, Canada

Job Category:

Customer Service

Driven by Possibility Gates Corporation is a leading manufacturer of application-specific fluid power and power transmission solutions. At Gates, we are driven to push the boundaries of materials science to engineer products that continually exceed expectations. We don\'t rest on our rich heritage of innovation. We leverage it to inspire solutions that will power the next hundred years. We invest continually in R&D and technology, so our products not only outperform industry standards; they exceed our customers\' demanding expectations. We invest in our people, bringing real-world experience that enables us to solve our customers\' diverse challenges of today and anticipate those of tomorrow. And we are constantly expanding our product catalog and value-added service offerings to support every facet of our customers\' operations. In the most extreme environments and those more familiar, Gates is there with the right product, in the right place at the right time. Whether building original equipment or maintaining products in the aftermarket, we enable companies in every industry to be more efficient, productive, and profitable.

At Gates, we welcome challenges, celebrate hard work, and continually seek new talent to join our global company. We are looking for a Bilingual Customer Service Representative for Brantford, ON who will be reporting to the Product Line / Customer Service Manager. Please review below to see if this might be the right opportunity for you.

Essential Duties & Responsibilities

To enable the Gates Canada, Brantford Operations meet its customer satisfaction objectives through the support of customer needs & expectations with a high level of speed and accuracy with respect to order handling, expediting, inquiries as well as a resource to PT, FP, Auto After-market, & other divisions.
Must be able to effectively communicate to customers and other Gates employees in French both spoken and written.

Scope of Role

Reports to the Product Line / Customer Service Manager, Brantford.

Responsible for delivering superior customer service to Gates\' customers, store level contacts, sales team members, freight carriers/couriers contacts and other Gates Departments.

Independently manage key customer accounts, utilizing customers downloads / uploads of order information, researching open orders to meet customer delivery requirements.

Some daily activity could include managing incoming customer calls and emails regarding pricing and availability, Emergency Order entry, backorder Status, Tracking/Shipping information, freight forwarders, and returns to achieve first call resolution goals.

Initiate and expedite production for Gates products based on customer requirements.

Provide Gates product information, competitive product interchange, and product substitutions to customers.

Support Customer Service team by tracking monthly metrics.

Education and Experience

Minimum 2 years post secondary (college/University) or equivalent
Superior data entry capability and more than 2 years associated experience.
Automotive, Industrial exposure both at the O.E.M. and Aftermarket levels would be preferred. 2 year\'s Customer Service/Order Desk related experience is necessary.

Required Skills

Must have solid analytical and problem solving abilities to resolve complex issues and demonstrate the ability to assimilate product information, policies and procedures and disperse information to customers in a positive, quick and efficient manner.
Must be able to make \'good sense\' decisions quickly, be deadline driven and be able to handle changes in priority efficiently.
Must be able to handle a high volume of calls which requiring excellent communication skills and the ability to understand customer requirements.
Must be well organized, able to manage diverse job tasks, disciplined and assertive and be a self-starter. Work autonomously to achieve customer satisfaction. Must have a strong attention to detail with superior documentation and follow up skills. Must demonstrate the ability to work with limited supervision as well as in a team.
Must be knowledge in Microsoft office suite (Excel, Word, Outlook, PowerPoint, etc.)

Must be 100% fluent (spoken / written) in French.

Physical Demands

While performing the required duties of this job, the employee is often required to sit; use hands to reach, handle, manipulate and feel objects, tools and controls. The employee will need to listen and talk to customers and other Gates employees. Specific vision capabilities required as the employee is to work in front of a computer on a day to day basis.
Some travel may be necessary on customer visits\' and out of town seminars.

Working Environment

The noise level is moderate, lighting is mild and the space is comfortable. Dust levels are nonexistent. The temperature is always consistent in keeping the employees comfortable.

Please be advised that Gates Corporation does not accept resumes from third-party recruiters. We are an equal opportunity employer. We select candidates based on a fair evaluation of their skills and abilities, measured against the position requirements. All qualified applicants will be given equal consideration regardless of race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital or family status, genetic information, or any other category protected by law. Gates offers an accessible recruitment process that is in compliance with the Accessibility for Ontarian with Disabilities Act (AODA). If you require any accommodation for a disability during any stage of the recruitment process, we invite you to inform the Human Resources representative that contacted you.

Gates Corporation