Customer Success Associate - Bilingual

Provide excellent service to customers by addressing inquiries and accurately processing orders. Creates customer success through can-do attitude with a smile.

Responsibilities Include:

Creating Customer success

• Manage customer sales trends and actions. Report out to sales and operations teams on customer success and opportunities.
• Liaison between multiple internal departments to ensure customer needs are met, including order processing, customer set-up, customer feed-back and complaint processing.
• Creatively solve problems presented by customers.  Follow the Escalation process to obtain rapid support if issue cannot be resolved independently.
• Accurately enter order information into the ERP System and interpret the ERP data to be able to correctly process an order.
• Follow and document customer specific ordering processes: order acknowledgement, order processing and order completion.
• Build relationships with customers to improve customer satisfaction

Enable sales and marketing team success

• Ensure marketing materials are made available to customers and sales team in a timely manner.
• Engage customers on new promotions by rolling out promotional material through the existing communication channels.
• Collect and feed-back customer comments and concerns to the marketing and sales teams.
• Identify, reproduce and document bugs for the I.T team, to continuously improve the e-commerce platform

Inquiries

• Rapid response to internal or external inquiries via phone, e-mail and other electronic methods. 
• Utilize social media tools to monitor and communicate the product/business story.
• Working effectively with Operations and Order fulfillment team to create simple, clear and timely communication related to customer orders, building trust for the company

Health and Safety

• Ensure compliance with relevant health and safety legislation, including the Workplace Safety and Insurance Act, the Occupational Health and Safety Act, etc.

Qualifications:

• Bachelor’s Degree or Diploma in International business, Customer Service, Marketing, Accounting or a related field of study
• 3 years of experience in customer service or customer facing role. Working in a medical, or consumer product related field.
• Strong bias for action
• Worked in complex I.T systems
• Solved significant customer problems in prior roles
• English/French language literate with:
  • Proficiency in writing
  • Proficiency in speaking
• Additional language ability considered an asset, e.g. Spanish, Dutch, Arabic etc…
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Ability to work with little or no direct supervision
• Ability to learn new computer software quickly
• Ability to multi-task and drive continuous improvement
• Computer literate with:
• • Intermediate experience in MS Office (excel, work, PowerPoint)
  • Intermediate experience in MS Outlook

If you interested in this employment opportunity, please apply through LinkedIn

At the applicant's request, TMI will make accommodation to its recruitment process to meet the needs of applicants with disabilities.

Please send your résumé only once per position.

Résumés will be accepted throughout the process, but only candidates selected for interviews will be contacted.

TMI is an equal opportunity employer.

We thank all applicants in advance for their interest in joining our team.