Hello ! I'm Jérémy, Recruitment Consultant for Fed Supply, an employment agency specializing in supply chain, logistics, transportation and customer service - offering temporary and permanent jobs in the Greater Montreal area. Our team of Supply Chain and Logistics experts speaks your language and operates in your world.
Hello ! I'm Jérémy, Recruitment Consultant for Fed Supply, an employment agency specializing in supply chain, logistics, transportation and customer service - offering temporary and permanent jobs in the Greater Montreal area. Our team of Supply Chain and Logistics experts speaks your language and operates in your world.
I am assisting one of our clients in the distribution sector in their search for Bilingual Customer Service & Technical Product Support.
Key Responsibilities:
- Provide technical support and expertise to customers and internal staff regarding flooring products and installation procedures. Main products include engineered wood, laminate, and vinyl flooring;
- Manage the customer service and ensure high levels of customer satisfaction;
- Handle inbound customer inquiries regarding technical matters;
- Manage customer complaints and escalations to ensure timely resolution;
- Identify and assess customers' needs, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, achieve satisfaction;
- Develop and deliver training programs for customers and internal staff;
o For example, this hire may be asked to support sales staff on technical product needs, such as helping them understand client's technical requirements, respond to product questions, product recommendations, and troubleshooting.
- Conduct product and market research to stay up-to-date on industry trends and advancements;
- Analyze customer feedback to identify areas for improvement and recommend changes to improve customer satisfaction;
- Work with the R&D team to provide input on new product development and testing;
- Support client operations team on daily tasks as needed;
- Develop and maintain relationships with key customers and industry experts;
- Willingness to occasionally visit customer locations and job sites to review and resolve installation and product issues, and provide technical support and expertise on-site.
Qualifications:
- Expertise in flooring products and installation procedures, industry certifications a plus;
- Minimum of 5 years of experience in technical product support or customer service lead role;
- Bilingual (English & French) - written and verbal;
- Computer literacy and proficiency in Microsoft Office Suite and CRM software;
- Strong communication and interpersonal skills;
- Demonstrated leadership skills;
- Organized, detailed, versatile, responsible and reliable;
- Professional, ethical, and ability to work independently and as part of a team;
- Problem solver and ability to handle multiples files at a time.
