Job SummaryAs a Bilingual Customer Excellence Associate, you will process customer orders, requests, and inquiries promptly and accurately to meet customer requirements. You will maintain a thorough knowledge of the business, its capabilities, products, and the customer’s industry. Professionalism, respect, courtesy, and a helpful attitude are essential. Your role involves assessing situations, determining root causes, and assigning corrective actions while continuously seeking self‑development and prioritizing tasks to meet customer expectations and deadlines.QualificationsMust be bilingual in English and French.Robust customer service and communication skills.Knowledge of order processing, inventory systems, and CRM/Salesforce.Ability to troubleshoot discrepancies and resolve credit issues.Experience in managing rush orders and month‑end closing activities.Commitment to continuous improvement and proactive problem solving.Duties & ResponsibilitiesOrder FulfillmentEnter and process customer orders (warehouse and direct) with precision and accuracy.Communicate inventory issues or concerns to internal and external customers.Manage requested delivery dates and communicate any issues.Investigate and resolve discrepancies.Prioritize and execute rush orders from both internal and external customers.Retrieve data from internal systems (supplier contracts, quotes, purchase history).Coordinate with accounts receivable to resolve credit issues.Investigate, assist, and resolve discrepancies between Customer and IMCD.Execute month‑end closing activities ensuring sales orders are posted and shipped within the appropriate month.Create monthly reports on open orders, OTIF performance, and other metrics.CommunicationEnlist internal personnel to resolve concerns from customers.Coordinate with the Senior Manager, Customer Care on vacation requests, absenteeism,



and departmental issues.Customer ComplaintsInitiate and manage cases within CRM/Salesforce within predetermined time frames.Gather necessary information from customers to investigate and respond to complaints.Take immediate actions to meet customer needs (e.G., send replacement stock).Assign actions to appropriate internal personnel.Maintain active communication and follow‑up with customers.Acknowledge complaints within 24 business hours.Assist in implementing and validating corrective/preventive actions.AdministrativeInitiate and follow up on credit requests.Generate and follow up on returns.Ensure CC360 requests are fulfilled precisely.Manage customer profiles, including dedicated accounts.Retrieve, request, distribute, and fulfill documentation requests.Respond to customer requests by actively seeking information.Attend training sessions and department meetings with active participation.Participate in department projects such as process improvements and Customer Care University.Qualify new customers and send credit applications if required.Communicate new service fees and company policies to customers.Obtain customer‑specific information (forecasts, release requests).Ensure personal inbox and CC360 queue requests are processed accurately and efficiently.Effectively respond to all customer requests by asking appropriate questions.CompensationSalary Range: $58,000 to $95,000 per annum.BenefitsDefined Contribution Pension Plan (DCPP)Annual Bonus EligibilityComprehensive group benefitsFlexible work schedulesLearning, training, and development opportunitiesCollaborative, innovative work environment encouraging entrepreneurshipEEO StatementIMCD Canada welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. This role is for an existing vacancy within our organization. Artificial intelligence is not used to screen, assess or select applicants for this vacancy.#J-18808-Ljbffr

📌 Customer Excellence Associate - $58,000 - $95,000 A Year (Winnipeg)
🏢 IMCD Canada
📍 Winnipeg