Responsable Du Programme de Français

**Job Purpose**
This position is first-line customer contact and must establish and maintain an excellent working relationship with the client. Responsible for all day-to-day functions in maintaining assigned customer accounts.

**Key Responsibilities & Authorities**
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- Responsible for the day-to-day customer satisfaction of existing accounts. Interacts with program owners, contacts and recipients with problem solving and issue resolutions.
- Proactive management related to developing deep-rooted client relationships with an intimate knowledge and understanding of the client, current program design and functionality.
- Communicates with recipients on order status, return management, changes, questions, etc.
- Data file involvement - monitors timeliness of data, discuss questions/issues with customer regarding data changes, error reporting, etc.
- Performance reporting - gather info and stats for presentation to customers on status of program. Some meetings require travel to customer for presentations; others via phone/webinar.
- Management of returns - create returns, monitor timely responsiveness from customer/production on getting items returned or replaced to recipient’s satisfaction.
- Monitor daily reports (RGA’s backorders, holds, PO Box, open orders, etc.) and react accordingly to actions required.
- Resolves call center escalations.
- Proof customer invoices for accuracy (product pricing, shipping charges, handling charges, sorted per customer’s requirements, etc.).
- Manage product replacements and substitutions and works with customer on approvals, reorders, etc. Authority to change or release orders to productions/purchasing,
- Other administrative duties as assigned pertaining to customer accounts,

**Qualifications**
Education/Experience:

- Associates degree required; 4-year college degree highly desired.
- 3+ years of customer service experience required with proven ability to deliver a high degree of customer satisfaction.
- Proficient in use of Microsoft, specifically Word, Excel and Outlook.
- This position requires 8-12 months training to become proficient in all phases of job.

Languages:

- Excellent control over French & English(Written & Spoken).

Specific Skills, Knowledge and Abilities Preferred
- Requires constant contact with customers, sales reps and other departments furnishing or obtaining information.
- Requires excellent verbal and written communication skills.
- Proficient typing skills.

**Desired Behaviors**
- Outstanding Customer Service Skills.
- Works independently, with general supervision. Is expected to determine how to accomplish the work assignments.
- Must be team-oriented and be able to work in a fast-paced, structured environment.
- Prioritization skills required.
- High alertness and constant attention to detail is required.
- Works with confidential data. An average degree of discretion is required.
- Requires accuracy in performing all functions.
- Good listening skills to understand the customer’s needs.
- Handles situations in a calm, objective manner. High degree of tact and diplomacy required since dealing directly with callers in potential demanding and difficult situations.
- Problem solving, analytical skills and discretionary judgement are necessary in making decisions.

**Desired Outcomes**
- High customer satisfaction and retention of accounts.
- Prompt resolution to customer issues and requests.

**Working Conditions**
- Office - climate controlled.
- Potential for overtime required based on workloads.

**Physical Requirements**
- Sitting 6+ hours per day.
- Standing & walking 0-2 hours per day,
- Mental & Visual Alertness required. High concentration/Frequency: Steady & sustained,
- Ability to hear through oral communication both in person and on the phone,
- Ability to read and analyze/interpret data and requests from customers, sales representatives, Account Set-up and other departments.
- Ability to speak to customers, sales representatives and coworkers both in person and via phone in a courteous manner.