Customer Experience Representative: (Customer Care, Contact Centre), Bilingual
Montréal, QC

Role Overview:
Provides exceptional customer service for new and/or existing customers with inbound inquiries via phone or email (ie: quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal / external customers.

Inclusive of handling emails and calls daily, back office functions including but not limited to, rejection, back order, and invoice dispute reports will also be done on a daily basis to ensure pre/post sale support for all new and/or existing customers. Must be able to remain organized in a fast pace environment and remain accountable for process compliance.

This role proactively ensures personal performance meets or exceeds targets and works closely with Contact Center Manager or supervisor to develop Individual Development plan.

Principal Duties & Responsibilities:
Demonstrated specific product or industry expertise
Has a deep knowledge of specific industry information or nuances
Expertise with a specific customer group
Comprehensive knowledge and understanding of Acklands Grainger products and services
Independent decision making
Must be able to navigate and interact with business partners as needed
Proactively participate in root cause problem solving
Coordination and resolution of all customer requests, to the customers’ satisfaction
Interpret customer requirements in order to seize opportunities to promote the benefits of doing business with Acklands Grainger and provide solutions with product alternatives and services, in order to deliver exceptional customer experience
Research and analyze information, to resolve inquiries and complex problems
Proficient in specific particular non routine tasks/ skills and or systems
Respond to customer calls and inquiries, including those related to pricing, products and billing, received through the phone or by email
Issue orders and update customer profiles in different tools as required
Maintain communication with customers and partners to inform them of the status of their request through to completion
Take accountability and own the customer issue, eliminating call transfers and hand offs to other departments
Provides direction and guidance to less experienced team members via peer coaching
Recognizes and recommends areas needing improving
Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry, order follow up, shipment tracking, update orders, account corrections, credits, returns etc)
Proactively looks for opportunities to drive sales growth by engaging in actions that identify leads for further selling opportunities
Demonstrates advanced system knowledge and effectively navigates systems in order to provide accurate and timely customer solution
Combines service, sales and system skills with product knowledge, along with efficiently positioning applicable exploratory questions, to uncover customer needs and navigates to relevant solutions

Preferred Education, Skillsets & Experience:
High school diploma or equivalent
Bilingualism an asset (French)
1-3 years of experience related field preferred
1-3 years of demonstrated success in customer service with a preference for contact centre environment
Self- starter/ motivator that demonstrates strong work ethic
Reliable and agile
Strong communication and problem solving skills
Demonstrated ability to be resourceful and can work both autonomously or in a group setting
Confident and independent
Proficient typing, data entry and multi-tasking skills
Technical proficiency with experience in relevant computer applications and contact center systems
Knowledge of Microsoft Office Suite and background in enterprise systems (ie: SAP, Oracle,, Sharepoint etc)

Work Environment/ Conditions:
Hours of Operation: Monday to Friday 6AM to 8PM EST
Hours are subject to change, based on business needs
Flexibility to work non-traditional hours (weekends, holidays, split shifts, overtime) may be required as business needs
30 minute lunch as scheduled by Workforce Management
Vacation selection policies and standards
Work location in a Contact Centre, branch or work from home (as outlined in the conditions of employment)
Ability to work within a virtual work environment with peers and leadership team
Operate in a complex environment while maintaining high quality output and maximizing accuracy
This job requires you to sit at a desk 4 to 10 hours a day, taking incoming calls, emails or other future channels introduced in the contact centre (ie: Chat), along with managing off phone work

Accountable for delivering results (Service, sales performance standards, adherence to processes / work instructions)
Promotes Acklands Grainger’s people, products and services to beat the competition
Responsible for integrity of day to day business practices
Create a remarkable experience in the lives of our customers, team members and the communities we serve
Empowered to provide service which results in making our customer’s job easier, exciting them to return time and time again
Builds close customer relationships & personalizes customer interactions to provide exceptional service & utilizing all resources to deliver results
Demonstrates a passion for customer service
Produces win-win scenarios for the customer and business
Takes personal responsibility for the team’s success, with effectively communicating and collaborating cross functionally in an open and honest manner
Should be able to work positively and collaborate well with other team members, internal partners such as TPS, Third Party, Sourcing etc (should exhaust all resources first before contacting these parties)

Working Relationships:
Effective daily interactions with key stakeholders including but not limited to Contact Centre leaders, sales, branches, cross functional business partners, etc.
Understands roles of other people/ functions and how to work together/ collaborative
Listen attentively and proactively act on ideas to improve individual and cross departmental performance
Acklands-Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Acklands Grainger Inc. hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Acklands-Grainger Inc is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.