PURPOSE/SCOPE:
Provide customer support for Tennant’s Canadian customer base, specifically for Montreal, QC French speaking customers on a dedicated French phone queue and email inbox. Provide support and participate in collaborative relationships within cross functional business units within Tennant.
GENERAL RESPONSIBILITIES:
- Process and manage orders, quotes and service calls in an accurate and efficient manner for Tennant Montreal and other Canadian Provinces, with a focus on French speaking customer support for all areas of the business and equipment order processing for the other provinces.
- Provide bilingual internal and external customer support via phone and email and other methods of communication.
- Coordination of initial Customer Master requests, Material Control requests and plant changes to fulfill order entry process.
- Coordination with Service, Sales, Production, Distribution Centers and Logistics to ensure the delivery expectations of customers are met.
- Understand, communicate and execute against all marketing programs, distributor programs and unique customer requirements for parts, service and machine orders.
- Enter customer complaints and returns for parts and machines.
- Create and maintain how to do business documents as needed.
- Act as a subject matter expert for assigned Tennant geographies.
REQUIRED EXPERIENCE & EDUCATION:
- High school diploma or equivalent plus two years experience in a customer contact environment
- Must be fluent in French and English languages, both written and verbal
- SAP experience preferred
- Intermediate PC and PC application skills
- Demonstrated excellence in current position for internal candidates
REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:
In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position:
- Anticipates, assesses, and responds effectively to the needs of diverse customers, both internally and externally, making world class customer service a high priority.
- Understands the importance of their role as a representative of Tennant by demonstrating a positive and professional experience for internal and external customers.
- Works productively; plans and uses time and resources efficiently, follows tasks through to completion.
- Identifies and prioritizes problems accurately, constructively and in a timely manner.
- Ability to work effectively within a team; interacts and communicates effectively with others across all levels and departments.
- Shifts and adjusts priorities in order to meet emerging needs; is able to adapt their approach as the requirements of a situation change.
- Excellent interpersonal and communication skills.
- Builds and maintains solid relationships with assigned regional Sales reps, Service technicians and distributors.
- Demonstrates self-awareness.
- High level attention to detail.
Job Type: Full-time
Pay: $21.81 - $26.27 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
- Call center
- Hybrid work
- Office
Ability to Commute:
- Eden Prairie, MN 55344 (Preferred)
Ability to Relocate:
- Eden Prairie, MN 55344: Relocate before starting work (Required)
Work Location: Hybrid remote in Eden Prairie, MN 55344