Bilingual Customer Excellence Associate Location: Brampton, ONType: Full-time, PermanentLanguage Requirements: Bilingual (English and French) Job Summary Process customer orders, requests, and inquiries promptly and accurately to meet customer requirements. Possess thorough knowledge of the business, its capabilities, principals, products, and the customer’s industry and needs. Treat internal and external customers with professionalism, respect, courtesy, and helpfulness. Help customers efficiently, effectively, and accurately, utilizing available resources to exceed expectations. Assess situations, understand requests, determine root causes, assign corrective actions, prioritize and manage time, and demonstrate effective problem‑solving skills. Key Responsibilities Act as a brand ambassador while promoting core values, develop and maintain relationships with customers, and manage tasks efficiently to meet expectations, employing creative problem‑solving to assess situations, determine root causes, and assign corrective actions. Order Fulfillment Enter and process customer orders (warehouse and direct) with precision and accuracy. Communicate inventory issues or concerns to internal and external customers. Manage delivery dates and communicate any issues. Investigate and resolve discrepancies. Prioritize and execute rush orders from both internal and external customers. Retrieve necessary data from internal systems (supplier contracts, agreements, quotes, samples, purchase history). Communicate with accounts receivable to resolve credit issues. Investigate and resolve discrepancies between Customer and IMCD (e.g., missing picking lists, order details). Communicate inventory issues to appropriate personnel. Assist A/R in resolving customer credit issues. Execute all rush requests from internal and external customers. Assist with month‑end closing and ensure all sales orders are posted and shipped within the appropriate month. Create and report on monthly activities related to open orders with past ship dates and OTIF performance. Communication Enlist assistance of appropriate internal personnel to resolve concerns from customers. Maintain open and timely communication with Senior Manager, Customer Care regarding vacation requests, absenteeism, and internal issues. Customer Complaints Initiate and manage cases within CRM/Salesforce to resolve issues within predetermined time frames. Seek necessary information from internal and external customers to investigate and respond to complaints. Take immediate actions to meet customer needs (e.g., send replacement stock). Assign actions to appropriate internal personnel to resolve issues. Maintain active communication and follow‑up with customers. Acknowledge complaints within 24 business hours of receipt. Assist with implementing and validating corrective/preventative actions. Administrative Initiate and follow up on credit requests. Generate and follow up on returns (e.g., product, drums, totes). Ensure CC360 requests are fulfilled with precision and efficiency. Manage customer profiles and dedicated accounts. Retrieve, request, distribute, and fulfill documentation requests. Respond to customer requests by actively seeking information. Attend training sessions and department meetings with active participation. Participate in department projects (e.g., process improvements, Customer Care University). Qualify new customers and send credit applications if required. Communicate new service fees and company policies to customers. Obtain customer‑specific information (e.g., forecasts, releases off blankets). Ensure personal inbox requests and CC360 Queue Requests are fulfilled with precision, accuracy, and efficiency. Respond to all customer requests by actively seeking, inquiring, and asking appropriate questions. Compensation Salary Range: $58,000 to $95,000 per annum. What We Offer Defined Contribution Pension Plan (DCPP) Annual Bonus Eligibility Comprehensive group benefits Flexible work schedules Learning, training, and development opportunities A collaborative, innovative environment that encourages freedom to act and entrepreneurial spirit *IMCD Canada welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. *This role is for an existing vacancy within our organization. Artificial intelligence is not used to screen, assess or select applicants for this vacancy. #J-18808-Ljbffr