Bilingual Customer Service Representative- Onsite

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

It's a colorful world - make your mark by joining the BIC team today.

What You'll Do:

Order Entry/EDI Processing- 40%

• Manage Electronic Data Interchange (EDI) orders, including editing and promoting them through the system.
• Update customer item cross-references, including UPCs, buyer UPCs, conversions, and customer-specific codes.
• Identify and correct EDI errors, such as Advanced Shipping Notice (ASN) discrepancies and invoice issues.
• Accurately process, audit and manage customer orders in JDE (including availability, compliance and timeliness)
• Allocate inventory to orders and monitor overdue shipments through Log Pro, ensuring timely resolution.
• Schedule and allocate inventory for product launches, back-to-school (BTS), back-to-business (BTB), and promotional events.

Customer Service – 45%

• Assist with auditing and resolving customer non-compliance charges for assigned accounts.
• Monitor and follow up on stock shortages, order shipments, customer-specific requirements, and any issues affecting accurate and timely order fulfillment.
• Act as the primary point of contact for customers, addressing inquiries and resolving discrepancies related to stock availability, shortages, shipment timing, and company policies regarding minimum order sizes and backorders.
• Provide proactive updates to customers on order shortages and delays, helping to minimize the impact on On-Time and Case Fill rates while mitigating potential fines.
• Update and maintain the Customer Master Address Book, ensuring accurate setup and record-keeping for BIC customers.
• Maintain the Billing ID file, working closely with pricing applications to support new product launches.
• Manage the Preference Master, including product allocation, delivery schedules, preparation days, and payment terms.
• Set up and manage Base Pricing for all items and bulletins in the JDE Workflow Application.
• Prepare and analyze the monthly customer scorecard and On-Time In-Full (OTIF) report to track performance and identify areas for improvement.
• Ensure all data, orders, and processes align with company policies and industry compliance standards.
• Assist with auditing and clearing customer non-compliance charges for assigned accounts.

Transportation Inquiry & Refusals – 15%

• Act as a liaison between Customers, Account Management, DC Department to ensure that returns and claims are processed in compliance with BIC standards.
• Track open orders to ensure they are processed efficiently from receipt to delivery.
• Provide the credit department with necessary supporting documents to ensure accurate credit issuance and inventory adjustments.

What You'll Bring To BIC

• High School Diploma and College coursework
• 2 years’ experience in Customer Service and Order Management role or in a similar type of role
• Excellent problem solving, prioritization, & organization skills with the ability to manage multiple competing projects.
• Ability to work independently with minimum supervision.
• Excellent communication and interpersonal skills in English, French as a must
• Excellent customer service orientation
• Ability to work collaboratively to solve problems and resolve issues

BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means