Customer Care Advocate II - FRENCH SPEAKING

Job description

Position Overview This role is key in meeting the needs of our OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. This position is responsible for p rocessing orders, advising on pricing, delivery, lead-time, terms and conditions guidelines and policies, credit/debits, etc. Key Responsibilities: Perform basic daily account management tasks: Respond to email and phone inquiries Process customer orders: Process customer claims: Complete daily reports: Research and process customer credits and debits Assisting in writing department SOPs and work instructions and coaching other CSR’s on SOP and work instruction creation Triage and process customer orders: Utilize CRM, Oracle, OTIS , DDM, Excel, Word, PPT, and O365 to address customer requests Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.) Identify and take action on continuous improvement opportunities Actively participate in daily Gemba calls. Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions Participate in user testing to improve departme...