Advanced Orthomolecular Research champions scientific excellence, innovation and progressive formulations that challenge the status quo of the nutraceutical industry. The Bilingual and Technical Customer Service Rep will work collaboratively with his/her team members to enhance the customer experience by facilitating or resolving any inquiries or issues a customer may have in a timely, empathetic and optimal way both in English and French. The CSR will also capture opportunities to educate customers on the AOR brand and help sell products.
Responsibilities:
- Monitor the French orders email inbox and answer incoming calls on the French phone line.
- Learn and maintain high level product knowledge of AOR products to help educate customers
- Process orders by phone, fax, and email
- Maintain up to date and accurate customer files.
- Handle customer credits.
- Filter and direct all calls and emails to the appropriate departments.
- Supply relevant marketing materials to customers and fellow staff to ensure informational needs are met.
- Resolve customer complaints in a positive, timely, win/win manner. Document issues and actions taken in accordance with company processes for future problem analysis and elimination.
- Provide feedback to the Customer Service Manager regarding service failures or customer concerns.
- Learn and maintain high level product knowledge of AOR products to help educate customers and answer queries.
- Promote AOR’s brand and products and capture opportunities to upsell or cross sell AOR products.
- Answer all technical questions on nutrition and our product line for customers via the phone, tickets and live chat.
- Receive monthly training on new and existing products.
- Investigate complicated customer questions with the research team, and occasionally the Quality Control team.
- Make suggestions on AOR products for customers based on a condition or symptom they might be trying to correct
- Assist the Customer Service Manager, Marketing and Finance as necessary.
- Work synergistically with the both the Internal and External team
Qualifications:
- 2-3 years’ professional experience in Customer Service, marketing, or sales.
- Experience and/or supplementary education within a health-related industry would be considered an asset.
- Strong communication skills (oral and written) and fluent in English and French with ability to speak effectively before groups of employees, management, and vendors.
- Organized and detail oriented with sound analytical abilities and problem-solving skills.
- Must have flexible scheduling and reliability.
- Ability to work in a team-orientated, multi-faceted work environment.
- Able to juggle simultaneous priorities.
- Proven interpersonal skills, ability to get along with diverse personalities and develop strong business relationships: tactful, mature, and flexible. Must have good reasoning abilities and sound judgement.
Job Types: Full-time, Permanent
Pay: $19.00-$21.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
- Wellness program
Work Location: In person
