DESCRIPTION

Bilingual Sales and Service Coordinator

A little bit about us…

Acosta is the sales and marketing powerhouse behind the most recognized brands with a proven track record for top retailers across the U.S. and Canada. We offer flexible services that maximize efficiency. Acosta has the talent and technology to construct data-driven strategies; the reach and relationships to execute against those strategies; and the tools to monitor, track and optimize metric-based results for clients and retailers.

In this role you will be dedicated to supporting Whirlpool Corporation, a global leading kitchen and laundry appliance company. Whirlpool’s brand portfolio includes Whirlpool, Maytag, KitchenAid, and JennAir.

What are we looking for?

Our business is growing and we’re looking for a Bilingual Sales & Service Coordinator on our Trade Partner Team! Representing Whirlpool Corporation, you will play a critical role in providing product knowledge and sales support directly to Consumers, Retail Sales Associates, and Trade Partners.

We are looking for highly motivated individuals who are accountable for all aspects of Trade Partner and/or Consumer order management processes and support. You will be on the front lines and will be responsible for delivering accurate, appropriate and courteous expert support in a fast-paced contact centre environment.

RESPONSIBILITIES

Essential Duties:

• Manage both outbound and inbound calls from consumers and/or trade partners regarding order inquiries/changes, product availability, delivery escalations, etc.

• Manage and respond to email inquiries from consumers and/or trade partners within established timelines.

• Confirming/changing orders/deliveries.

• De-escalate and work with the appropriate team to resolve order & delivery challenges.

• Proactively manage orders to ensure order quality and order fulfillment.

• Communicate processes and policies to internal & external parties as appropriate.

• Ensure adherence to established guidelines and follow Standard Operating Procedures.

• Provide order and business process support to Sales and Supply Chain functions.

• Take various amounts of data from a variety of sources, distill the information, and then identify trends and relevant information.

• Identify process improvement opportunities.

• Support overall Whirlpool Canada business strategies.

QUALIFICATIONS

Minimum Requirements

• Post Secondary Education

• 2+ year(s) experience in a customer service role

• Proficient in English and French (written and verbal)

• Must be comfortable completing a criminal background check

P referred Requirements

• Strong communication and relationship building skills

• Excellent customer service skills

• Must be a detail oriented high performer with excellent follow-up skills and problem-solving abilities

• Ability to multi-task

• Act as the first and single point of contact for customers whenever possible

• Team player that displays the ability to take initiative and work independently

• Strong organization tactics and ability to establish priorities

• Proficient in the use of Microsoft Excel

• Experience in Google Suite products

• Experience using SAP is an asset

What can we offer in return?

We have a friendly, supportive team with a coaching and mentoring environment with opportunities for future career development in the appliance industry.

Great benefits you’d expect from a business the size of Acosta including a comprehensive total rewards benefits package:

• Paid training

• Health and Dental benefits

• Company matched retirement savings plan

• Opportunities to grow within the company

• Plus, surprise perks you'll love!