Consumer Service Rep, Bilingual

Job Summary

The Bilingual Consumer Service Representative will be responsible for leading the day-to-day Consumer service activities for our Weiser and Pfister brands. They will assist with complaints, warranty replacements and troubleshooting our electronic locks. They will model the Assa Abloy values and behaviors to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility.

Primary Duties and Responsibilities

• Process and manage warranty calls and orders received by phone, Salesforce and email. 
• Resolve customer complaints via phone, email, mail in a professional and timely manner.
• Suggest solutions when a product malfunctions.
• Handle product recalls.
• Work with customer service manager to ensure proper customer service is being delivered.
• Close out or open call records.
• Maintain the day-to-day monitoring and follow up on all emails in a professional and timely manner.
• Liaise with other departments to investigate and resolve consumer email inquiries.
• Resolve conflict rationally and effectively turn unsatisfied consumers into company loyalists.
• Accurately process free of charge orders received by fax, mail, e-mail from consumers
• Communicate with Distribution to ensure proper delivery of products to our customers.
• Work closely with Supply Chain regarding order shipments and inventory availability and make order changes upon request (sku version changes, discontinued items).
• Communicate any discontinued items to customers/consumers and offer replacements. 
• Ensure goals are met on: Customer Service Level –Calls answered / ready time, consumer response turnaround time – both internally and externally, order error rate
• Effectively use OnBase and Sales Force to record daily order flow. 
• Other duties as assigned.

Education and Experience

• Fluently bilingual in French/English
• Secondary education, preferably in Business, or the equivalent combination of education and experience
• 2+ years in a call center with focus on customer satisfaction

Required Qualifications

• Accuracy with ability to multi-task in a fast-paced environment
• Demonstrated ability provide technical support and troubleshoot to provide resolution to issues.
• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail
• Intermediate skills in MS Excel and Word
• SAP system experience

Preferred Qualifications

• Consumer product experience

Demonstrated Competencies

• Action Oriented - Familiar with a variety of the field's concepts, practices, and procedures. Rely on extensive experience and judgment to plan and accomplish goals.
• Customer Focus - -Building strong customer relationships and delivering customer-centric solutions.
• Being Resilient – Rebounding from setbacks and diversity when facing difficult situations
• Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Pay Range: $44,500-$60,000.

This “base salary range” is a reasonable estimate for this position at the time of posting. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, business requirements and geographic location. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.