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Customer Relations Associate III - Bilingual - French

Valeant – Rochester, NY

Overview Work schedule: Monday - Friday; 9:30 am - 6:00 pm
This position is responsible for responding, in both English and French languages, to incoming Canadian activity to the CRC for both Vision Care and Pharma; and, provides customers with prompt, efficient service that supports the goals/objectives of the Customer Resource Center. Responsibilities
  • Handles incoming phone/fax/email activity by processing orders and providing problem resolution
  • Utilizes sound judgment in making critical decisions (i.e. pricing, credits)
  • Effectively uses technology and software, including Call Center Express, Salesforce.com, and Sharepoint, to respond to customers quickly and accurately
    • Utilizes Salesforce.com to capture customer comments/concerns and view trend reports
  • Possesses and effectively utilizes knowledge of current policies and procedures within the CRC; organizes and references all relevant communications
  • Proactively identifies continuous improvement opportunities and process changes
  • Supports team concepts and objectives, including those initiated by Sales/Marketing colleagues
  • Effectively communicates with partners in distribution, shipping, sales, and marketing to enhance the customer experience
  • Coordinates acceptable arrival dates, lead times, and carrier routings between accounts and distribution
  • Resolves service issues that include late shipments, financial service requests, price discrepancies, open deductions, shipment status and billing inquiries
  • Specialized responsibilities, as assigned
    • Supports Vision Care and Pharma Sales Teams
    • Handles EDI orders and service resolution for large retail and distributor accounts
    • Inbound, Service, EDI Training, Consumer Affairs
  • Initiates outbound customer calls to support business projects and plans
Key Relationships:
  • External customers including eye care professionals, retail accounts and distributors: interaction with external sales team and various departments within the company.
Qualifications
  • Very strong verbal communication skills and telephone personality
  • Bilingual; fluent in English & French languages (written and verbal)
  • High School Diploma, Associates Degree preferred
  • Written & organization skills
  • PC literate, keyboarding skills
  • Able to multitask and work in a fast paced environment
  • Quick learner,self-motivated and has the ability to project a positive attitude
  • Has an interest and takes responsibility to build current skill sets and gain knowledge
  • Previous customer service experience preferred
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