Hybrid Bilingual (English / French) Customer Service Specialist (6 month contract)

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Job Summary

The Bilingual English/French Customer Service Specialist (6-month contract) plays an essential role in the customer experience by managing the order process, resolving customer issues when they arise, and supporting internal departments.

This Hybrid position is responsible for efficiently entering customer orders into the ERP systems, ensuring accuracy of order information, and remaining compliant with the CooperVision Quality Management System.

Strong verbal and written communication skills in English and French are required to field Sales Rep and customer orders and inquiries via phone, email and chat in a standard contact center environment.  

Essential Functions & Accountabilities: 


* Review order information received by customers to ensure completeness and clarity of order details, and reach out by phone or email to clarify any discrepancies


* Accurately and efficiently enter a high volume of sales orders into the ERP system via manual entry, received by phone, email, or fax 


* Effectively communicate with internal and external customers regarding order and delivery status; Investigate and resolve problem orders 


* Timely response to general customer inquiries, both verbally and via written business correspondence via email 


* Collaborate effectively with internal partners (other Customer Service team members, Sales, Technical Consultation, Manufacturing/Shipping, Accounts Receivable, etc.) via phone, email, instant message, virtual meeting (MS Teams or similar) or in-person 


* Partner with the Sales team to support unique customer requests  


* Proactively communicate or escalate high-impact customer issues to leadership, Sales team, or as appropriate 


* Submit and/or approve credits and adjustments within appropriate authority level 


* Ensure that all customer complaints are captured and responded to appropriately, in line with regulatory guidelines


* Maintain and apply up-to-date knowledge of company products, procedures, processes, and tools  


* Attend training and coaching sessions as assigned 


* Maintain accurate and detailed records of customer communications and transactions in the ERP


* Focus mainly on order entry, but will be trained to handle one or more specialized work processes (new accounts, returns, manual reports, consumer care, etc.)  


* Training and mentoring of new team members 


* As business needs dictate, work extended hours to complete daily department goals or tasks


* Other related dutie...