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Conseillers du service à la clientèle bilingues (français et anglais) – Temporaire

Relevant de : Superviseur de l’expérience client
Statut : Temporaire, contrat d’une durée de 6 à 8 mois
Lieu : 6111, 91^e rue, Edmonton (AB)
Quarts de travail : Lundi au vendredi – 8 heures par jour

Principales responsabilités :

• Répondre aux appels entrants et aux demandes de renseignements généraux des clients.
• Résoudre les problèmes des clients tout en conservant une attitude positive et une conduite professionnelle.
• Répondre aux demandes de service client soumises par écrit ou par courriel.

​Gestion des commandes:

• Reconnaître que le service à la clientèle représente notre plus grande priorité. Interagir avec les clients et traiter les commandes transmises par téléphone, fax, courrier électronique ou le Web de façon polie et courtoise.
• Traiter les commandes avec exactitude. Tenir les clients informés des quantités de stocks, des prix, des dates de livraison, du total des commandes, des dates d’expédition, de l’emplacement des marchandises, de l’état des commandes en attente et les avertir si le stock est en « pièces ».
• S’assurer que les données des comptes clients sont exactes et à jour en vérifiant tous les renseignements nécessaires auprès des clients.
• Offrir aide et soutien aux clients en ce qui a trait à l’accès et à la navigation sur le site Web.
• Assurer le suivi des livraisons.
• Traiter les retours et accorder des crédits conformément à la politique de J. Ennis Fabrics.
• Informer les clients des promotions en cours.
• Répondre à toutes les demandes de renseignements interentreprises d’une manière professionnelle et opportune.

Service Levels:

• 70/30 – Our goal is to answer all calls quickly and efficiently within 30 seconds.
• Answering telephone calls to meet our service level take priority over all other duties and assignments.
• Ensure to adhere to break schedules to support service level management.
• ​Work within the guides of the Call Quality metrics ensuring call branding.

Other Duties:

• Transfer calls to other individuals or departments in the company, advising the caller of direct numbers where appropriate.
• Survey customers when prompted.
• Check Customer Service Center voice mail when assigned.
• Accurately record your work status with the appropriate AUX code and ACW code as per J. Ennis Fabrics policy.
• Recognize that we are a part of a larger team, will assist other departments as directed when time allows. This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry or other miscellaneous duties.
• Attend training sessions and team meetings, to support continues learning of Ennis Ltd. products and services.

Communicates with:

• Customers, Sales Professionals, other CSC Representatives, Credit Department, Purchasing, Warehouses, Customer Service Assistant Manager, Customer Service Manager.

Personal Characteristics Required:

• Friendly
• Polite
• Courteous
• Ability to Multitask
• Organizational Skills
• Tidy
• Patient
• Empathetic
• Good attention to detail
• Ability to problem solve
• ​Ability to take responsibility

Education: Grade 12

Experience and Skills:

• Customer Service Experience
• Typing/Computer Skills
• Proven skills in multi-tasking, problem solving and decision making within a high volume, fast paced environment.
• Demonstrated ability to work co-operatively in a team setting.
• ​Excellent communication skills both verbal and written

Working Conditions:

• Fast Paced
• Structured Environment
• Dayshift/Weekdays only
• Able to sit at a desk for extended periods of time
• Office/Call Centre Environment
• ​Close vicinity to Co-workers and Supervisor

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General Purchasing Agent

Position Summary: The primary responsibility is the ordering of inventory so our stock levels are maintained ensuring the highest level of customer service.

Department: Product Management
Reports to: Purchasing Agent Manager
Location: Edmonton

Primary Responsibilities:

• Ordering of regular inventory, sample inventory and generation of stock transfers weekly or as required basis;
• Sample, setups, ordering, and monitoring, etc.;
• Process Special Orders from setting up the part # to placing customer backorder and placing the vendor order;
• Attain and maintain inventory turns targets.
• Use of X3 & SIA, and experience to set appropriate minimum order levels;
• Ensure appropriate stock levels are maintained for each of our warehouses;
• Administer return to manufactures (RTM) with supplies;
• Review of Line Review reports making recommendations to the Market Managers on stock reductions and possible product cancellations (Line Review.
• Communicate directly with sales on large or time-sensitive orders;
• Work with Market Manager to Audit Vendors Report;
• Purchase order confirmation – Ensure suppliers have received their purchase orders via e-mail or fax. Following up may be required on a consistent basis either by e-mail or phone to ensure that the supplier received the purchase order.  Update X3 with an ACKN date and ETA once purchase order has been confirmed the vendor has received;
• Report Management – Manage all reports from Suppliers and X3 showing outstanding orders, and close purchase orders as required. Reconcile reports with Suppliers to ensure they are accurate with correct purchase order number and shipping date;
• Inventory Confirmation – Ensure correct data between purchase orders and supplier is correctly updated in X3 in a timely manner;
• Work closely with suppliers to develop a good working relationship, as required to resolve issues such as delayed orders, missing orders or orders not being filled by the Supplier in a timely manner;
• Tracking and informing sales professionals of the status of special orders;
• Ensure all issues that arise are handled quickly and immediately escalated if required;
  All price increase are signed off and entered into X3;
• Ensure all Inter-site transfers are completed accurately and the shipments arrive on schedule, and follow up with the warehouses;
• Invoice Discrepancies – Assist the Accounts Payable Team with any invoice discrepancies to reconcile for payment, as well as open Purchase orders as required;
• Confirm Tariff codes on all new setups and update as required. Nicole to review to confirm correct;
• Assist Market Manager with sourcing product/negotiations when they are out of the country if requested;
• Create pricing tables when updating/correcting pricing and forward to Sales Support for entry, as required;
• Assist Market Managers to meet Launch dates;
• Have a working knowledge of transportation logistics;
• Various other duties as required.

​Communication

• Internal:
  • Executive,  Purchasing Agent Manager, Market Manager, Sales Professionals, Customer Experience Centre Agents, Accounts Payable, Marketing Department, Warehouse (Shipping & Receiving), Logistics                                                                                                                                                  
• External:
  • Vendors
     

Personal Characteristics Required:

• Good analytical and problem-solving skills;
• Strong organizational skills;
• Ability to communicate well in both written and oral formats;
• Flexible, patient and detail-oriented;
• Work well on own with minimal supervision.

Education:

• High School Diploma ;
• PMAC courses would be an asset.

Experience:

• 1-2 years working in purchasing field and knowledge of purchasing process;
• Advanced excel skills (able to create spreadsheets using macros, etc.);
• Intermediated knowledge of Microsoft Word, email and the internet.

Working Conditions:

• Office environment;
• May require flexible hours with little overtime if required

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