Customer Experience Representative (Montreal)
Overview
At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all.
Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.
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Our Customer Service team members represent the Benjamin Moore brand by creating best-in-class customer experiences. The ideal candidate will have a passion for people and will maintain a positive, empathetic, and professional attitude. They will be adaptable, mindful, and humble. We are looking for someone who can work cohesively with customers and colleagues from diverse backgrounds to achieve a common goal.
*Candidates must be bilingual in Canadian French.
**Candidates must be commutable to the Montreal office or Flanders NJ office 4 days per week. This is not a remote position.
Responsibilities
- Responsible for staying current on all platforms used to conduct sales and order placement.
- Provides retailers with support for their online activities.
- Embraces change and applies new training knowledge regularly.
- Achieves proficiency with company policies and marketing programs around promotions, freight policy, product information.
- Supplies information to customers about orders, delivery, product availability, pricing, and promotions.
- Communicates with Logistics personnel to coordinate special delivery requirements and to resolve problems with product availability.
- Maintains accountability and a cheerful demeanor while handling inquiries, building strong relationships with customers andcolleagues.
- Exhibits flexibility and creativity to meet customer experience expectations.
- Obtains and evaluates relevant information to handle inquiries and complaints and either resolve customer issues or properlyescalate.
- Consistently delivers excellent customer service over the phone and in writing.
- Demonstrates emotional intelligence, working effectively with diverse individuals and actively seeking feedback for professionalgrowth.
- Navigates systems, procedures, and other resources adeptly to provide accurate and prompt resolution to customer inquiries.
- Prioritizes and manages multiple tasks simultaneously in an office environment with tight deadlines.
- Performs other duties as assigned.
Qualifications
- Must be bilingual in Canadian French
- Minimum of 2 years' customer contact center experience preferred.• Strong customer service focus• Demonstrated ability to prioritize and perform multiple tasks.• Good organizational skills; detail oriented; self-starter• Excellent verbal, written and telephone communication skills.• Advanced knowledge of Windows, MS Office Suite, and browser use required.• Demonstrated ability to multi-task with keyboarding and phone required.• Must be able to work in a team environment.• Ability to work occasional overtime is needed.• Effective problem-solving skills• Ability to aggregate substantial amounts of information to apply to customer interactions
Physical Requirements
- Prolonged periods of sitting at a desk working on a computer
- Ability to lift up to 15 lbs. occasionally (e.g. files, boxes of documents)
- Frequent use of hands and fingers for typing, writing, and handling documents.
- Visual activity required for reviewing documents, spreadsheets, and computer screens.
- Occasional standing, walking, and reaching within the office environment.
- Ability to travel as needed