Bilingual Customer Service Specialist

The Customer Service Specialist will be responsible for driving sales, fostering strong customer relationships, and contributing to the growth of Hankook Tire in Canada. This role requires a customer-focused approach, managing incoming orders, providing product information, and ensuring timely follow-up to guarantee on-time delivery. The ideal candidate will possess excellent communication skills and a strong passion for the automotive industry and tire products.

III. Key Responsibilities

§ Use SAP to create Sales Orders, Delivery Orders, and Shipment Notifications

§ Confirm receipt of orders and provide estimated time of arrival (ETA) for backorders to customers

§ Notify the Logistics team when Delivery Orders and Shipments are created in SAP

§ Coordinate with customers and the Logistics team to schedule available reception dates and times

§ Monitor all inbound shipments to ensure prompt fulfillment of backorders to customers

§ Communicate daily with sales, logistics, and customers to resolve any issues

§ Perform any other duties or responsibilities as assigned by management

IV. Level of Responsibilities

§ Self-motivated individual contributor with the ability to collaborate effectively as a team player

§ Demonstrates excellent organizational skills with attention to detail

§ Maintains accurate files and records in compliance with company policies, procedures, and Standard Operating Procedures (SOPs)

V. Core Competencies

§ Basic knowledge of warehousing, distribution, and domestic transportation processes required

§ Exceptional customer support skills with a proven ability to handle inquiries and resolve issues effectively

§ Proficiency in Microsoft Excel and Outlook is essential

§ Strong verbal and written communication skills to interact effectively with customers and internal teams

§ Experience with ERP systems (SAP) is a plus, with the ability to quickly learn and navigate new software

§ Ability to troubleshoot and resolve customer concerns in a timely and professional manner

§ Solid understanding of logistics and supply chain processes to support order fulfillment and delivery

§ Detail-oriented with a strong focus on accuracy in data entry and documentation

VI. Qualification

§ A bachelor's degree or equivalent experience is preferred

§ At least 3 to 5 years of experience in Inside Sales, Order Desk, Customer Service, or a similar role

§ Intermediate proficiency in Microsoft Excel, Word, and Outlook is required

§ Familiarity with ERP systems (SAP) is preferred

§ Bilingual communication skills in both English and French (verbal and written) are required

VII. Working Conditions/Physical Demands

§ Primarily works during standard office hours but must be flexible to work days, occasional nights, weekends, and extended hours when required

§ Ability to sit for extended periods while working at a desk and on a computer

§ Must be able to lift up to 15 pounds occasionally