The primary responsibility of Customer Service Associate – Bilingual French/English is to be an energetic team member who provides exceptional support in both English and French. Daily tasks include collaborating with internal teams to manage purchase orders for sales, rentals and repairs, expedite requests, and quick responses to inquiries. We are seeking a positive, empathetic, and professional individual who consistently looks for ways to enhance customer interactions. In this role, you'll be a key player in upholding Industrial Scientific’s mission to deliver the highest quality, best customer service—every transaction, every time.
RESPONSIBILITIES AND DELIVERABLES
Provide high-quality email and telephone support with a focus on first touch resolution, ensuring exceptional customer service and expert knowledge of products and processes.
Accurately process orders, rentals and repairs, provide lead times, and expedited requests.
Proactively identify and resolve order discrepancies both pre- and post-shipment, while maintaining communication with customers until resolution.
Adhere to and assist in the development, training, and review of Customer Service Standard Operating Procedures (SOPs).
Actively seek continuous improvement of Customer Service Department processes (Kaizen).
Participate in daily departmental performance reporting.
Maintain a clean, safe, and functional work area in accordance with 5S principles.
Perform all other assigned duties.
QUALIFICATIONS
REQUIRED
Exceptional communication skills in both French and English
Ability to work remote if not located within travel distance to Sherwood Park AB
Exceptional problem-solving skills
Well organized and capable of performing multiple tasks simultaneously
Ability to use Excel, and Microsoft tools
Strong interpersonal skills
Exceptional adaptability
Established commitment to providing the best customer service, every transaction, every time
PREFERRED
Basic knowledge of ISC Support Systems (Oracle, Salesforce.com)
Experience providing excellent customer service
Diploma in business administration or equivalent work experience
Knowledge or experience with customer service management systems and tool
EDUCATION
High School Diploma or GED
