Company Description
ZWILLING J.A. HENCKELS CANADA LTD. is a subsidiary of ZWILLING J.A. HENCKELS AG since 1956.
The ZWILLING J.A. HENCKELS brand was established on June 13, 1731 the day knife-maker Peter Henckels registered the ZWILLING (German for Twins) logo with the Cutlers Guild of Solingen, Germany.
The legacy of our brand began with premium knives and now includes a complete product range for the discerning professional chef and for those whose gourmet passion requires the best.
To keep our ZWILLING® portfolio innovative and stylish we collaborate with authorities such as architect and designer Matteo Thun and master blade-smith Bob Kramer to develop leading edge products that combine advanced technology, premium materials and the artistry of craftsmanship into functional forms.
Within the last decade, the ZWILLING Group has grown to include Staub, Miyabi, Demeyere, and Ballarini.
The quality standards developed over 280 years ago are still reflected in each item that carries the ZWILLING J.A. HENCKELS name.
Job Description
We are looking for a Bilingual Customer Service Specialist to join our Customer Service team located at our Corporate offices in Markham, Ontario. This position will report into our Customer Service & Order Desk Supervisor.
Responsibilities:
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Provide extraordinary service to customers and consumers as the front-line service representative for all inbound enquiries about products, services, backorders, and procedures
- Apply a full-cycle customer service approach by clarifying concerns, identifying the source of the challenge, providing the best solution, and following up to ensure resolution
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Share & suggest relevant product knowledge as needed to create exceptional customer experience
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Maintain accurate customer and consumer records in database with costumer focus in mind through precise data entry of orders, credits, and replacements
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Recommends potential products or services to management by collecting customer information and analyzing customer needs.
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Interact with internal departments on a daily basis to ensure all orders have been received & entered and to confirm product information is current & up-to-date
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Investigate any delay in orders while updating customers and consumers with the order status
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Receive and analyze incoming documents to identify & pull pertinent information including order numbers, pricing, product names, delivery & pick-up information
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Receive purchase orders from different accounts and create orders in AS400 system with daily use of Excel
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Other duties as assigned
Qualifications
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An exceptional track record in customer service
- Required: Bilingual (French/English)
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Minimum 2-3 years of experience in a fast-paced contact centre environment
- College diploma or high school diploma with equivalent work experience
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Ability to deescalate conflicts and smoothly transition escalated calls to supervisor level
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An affinity for detail in all duties & responsibilities
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High level of comfort in Excel and databases
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Is a team player and comfortable working in a dynamic team environment and independently as needed
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Previous experience working in AS400 a strong asset
