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Bilingual Customer Service Representative/Analyst - Concord, ON

Location:  Vaughan, ON, CA
Company:  CRH Canada

 

Job ID:  115283 

Work Type:  Full Time Permanent 

Work Status:  <p>Full-time</p> 

 

It is a great time to join the CRH Canada team! CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.

 

We are building a world- class team. Make your mark!

 

You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.

 

 

PURPOSE:

As the Bilingual Customer Service Representative / Analyst, you will be the first line of contact for all customer or business unit inquiries.

 

MAJOR DUTIES/RESPONSIBILITIES:

  • Develop relationships with CRH Canada Group Inc. clients (internal and external)
  • Using a pre-defined resolution framework, develop and apply Order to Cash skills (e.g. accounts receivable) to resolve and respond to client inquiries.
  • Develop functional knowledge of Order to Cash system applications (SAP R/3, SAP BW, Get Paid, Customer Self-Serve Portal Applications)
  • Receive inbound phone calls and emails from end-customers & internal employees, documenting tickets and responding in a professional manner
  • Working with the business units, Shared Service Center, company tools and assets, and other business partners, resolve inbound inquiries to achieve proper resolution in prescribed timeframes
  • Communicate ticket resolution to appropriate contact and maintain ticket documentation in SalesForce.com
  • Develop a general understanding of CRH Canada Group Inc. business processes and policies as defined by the Shared Service Center in order to respond to incoming customer inquiries
  • Participate in training to continue to develop key functional and technical skills and improve business acumen
  • Work with team to resolve and communicate resolutions to customer inquiries, escalating issues to supervisors or managers as needed.
  • Communicate frequently with supervisors and managers, working to develop personal skills and abilities
  • Continuously improve operations, identify and suggest process and system enhancements
  • Monitor & achieve Key Performance Indicators and adhere to service level agreements
  • Perform at a level that assists in attaining overall and team-level performance measures and goals
  • Stay appraised of service center knowledge of industry best practices
  • Interface with other Shared Service teams to ensure compliance with cross-team accountabilities
  • Coordinate with other Shared Service teams to deliver seamless service to customers, and improve personal knowledge to enhance ability to resolve issues accurately & timely

 

QUALIFICATIONS:

  • Education: Bachelor’s degree or Diploma or equivalent working experience

 

WORK EXPERIENCE:

  • 2+ years’ experience in customer service or accounts receivable environment
  • Good understanding of Accounts Receivable processes (billing cycle, cash applications, reconciliations)

 

KNOWLEDGE/SKILLS/ABILITIES REQUIRED:

  • Strong organizational and communications skills
  • Adapts and Learns - work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
  • Customer Focus – foster a customer focused environment delivering exceptional customer service and anticipating future customer needs
  • Analysis and problem solving – effectively examine events, issues and problems and generate optimal solutions in a timely manner
  • Fosters teamwork and cooperation – Foster a sense of collaboration and work effectively across the organization to achieve goals
  • Experienced in SAP or similar ERP applications
  • Supply Chain/Logistics experience is an asset
  • Strong communication, both oral and written
  • Bilingual speaking and writing, French/English
  • Excellent phone and email etiquette

 

 

Visit our website for more information: http://www.crhcanada.com


Job Segment: ERP, SAP, Logistics, Supply, Supply Chain, Technology, Operations

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