Job Description

Company Description Kelly Services, Inc. is a Fortune 500 company headquartered in Troy, Mich., providing employment to more than 700,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, light industrial, education, health care and home care. Kelly Services is an Equal Opportunity Employer. Job Description The CSR interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to our client. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence. This specific role requires French speaking language capabilities as the representative will support Canadian accounts. Perform Order Management Activities: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all functions. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions. Execute System and Technology Requirements: Execute complex work processes through multiple systems and technology including: SAP and Elemica as examples. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required. Problem Solver: Makes recommendations to leverage client resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of Business strategies to make decisions and take action that improve performance in their area of responsibility. Order Entry: Utilizing the ECC system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple delivery location, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills. Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward. Qualifications Fluent in French Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr Direct Staffing Inc

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