Bilingual Customer Support Representative
Nevian Bilingual - Vaughan, ON

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Located in the Vaughan area, this position is ideal for a Bilingual CSR with exposure to Accounts Payable. Our client offers an excellent work environment with tremendous opportunities available. This is 1 year contract and will very likely go full time.

Responsibilities

  • Develop relationships with internal and external clients from Canada and US
  • 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; employees and vendors documenting ticket and responding to inbound messages 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
  • Develop a general understanding of company finance and accounting 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 Customer Support Specialists or supervisors
  • Communicate frequently with supervisors and team lead, working to develop personal skills and abilities
  • Continuously improve operations
  • Identify and suggest process and system enhancements
  • Monitor personal Key Performance Indicators and adherence 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, specifically the Order to Cash and Procure to Pay specialists and senior specialists
  • Coordinate with other Shared Service teams to deliver seamless service to customers, and improve personal knowledge to enhance ability to resolve issues accurately
  • Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual

Qualifications

Experience, Technical Expertise

  • Bachelor’s degree or Diploma or equivalent working experience
  • At least 2 to 3 year experience in customer support or accounts receivable environment
  • Excellent Customer Service
  • Solid understanding of Accounts Receivable processes (billing cycle, cash applications, reconciliations)
  • Strong communication, both oral and written
  • Experienced in SAP, JDE or related ERP applications
  • Supply Chain/Logistics experience is an asset
  • Bilingual speaking and writing, French/English

Core Competencies

  • 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
  • English [Advanced], French [Advanced]

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