Job Summary

The Bilingual Customer Care Associate is responsible for building strong relationships with their dedicated Accounts and representatives by providing consistent, high quality interactions (including by phone, email, and/or in-person) with the client, their customers, and other third parties and stakeholders (i.e. carriers, internal departments, etc.). As the first point of contact for all day-to-day operational activities the Customer Care Associate will leverage their logistics and customer service experience, as well as effective communication skills to provide solutions that meet their client’s needs. The Bilingual Customer Care Associate is responsible for following Standard Operating Procedures and GMP requirements and ensuring that Key Performance Indicators are met or exceeded. The Bilingual Customer Care Associate may also be required to participate in certain client specific and cross functional projects, including IT/system enhancements.

Duties and Responsibilities:

ORDER ENTRY/EDI

- Receives orders via telephone, fax, email and web portals.

- Enters and edits customer orders (P. O’s).

- Processes and edits EDI orders.

- Monitors EDI transmissions for customers and advises clients of any discrepancies.

- Daily contact with buyers regarding P.O. discrepancies.

- Coordinates international shipments internally.

- Prepares draft documentation for customs clearance.

- Monitors shipment until destination arrival.

FILE MAINTENANCE

- Ensures all customer address updates are forwarded to Data Maintenance Coordinator.





- Ensure all item updates are forwarded to Data Maintenance Coordinator.

- Ensures all regional & contract pricing updates are forwarded to Data Maintenance Coordinator.

- Ensures all customer credit limits are forwarded to Data Maintenance Coordinator.

CUSTOMER DEBITS

- Investigates customer debits and processes credits when applicable.

- Produces customer denial notices when applicable, as per Client requirements.

BACK ORDER

- Maintains and processes backorders as required, as per Client requirements.

INVENTORY

- Investigates and brings resolution for shortages, overages & damages.

- Initiates stock counts.

ISSUE RESOLUTION AND REPORTING

- Investigates and logs all customer and client complaints including all service failures in the CRM and escalates as per Accuristix procedure.

•Logs all adverse events or product complaints reported by Customer in CRM and escalates as per Accuristix procedure

- Prints daily customer invoices and sends via mail or email.

- Reviews Operational Reports from prior business day.

- Reviews Carrier Exception Reports.

OTHER DUTIES

- Performs other duties as required

Qualifications:

- University Degree or College diploma an asset

- 2-3 years’ experience in customer service

- Solid customer service orientation.

- Intermediate MS Office skills

- Knowledge of EDI, TMS, and WMS an asset

- Data entry speed and accuracy required

- Must be fluent in both French and English

Expected hours: 40.0 per week

Work Location: In person

📌 Bilingual Customer Care Associate (Woodbridge)
🏢 Accuristix
📍 Woodbridge