• Bilingual Customer Care - Automotive Coatings

    Job ID
    2019-3457
    Location
    CA-QC-Point Claire,
    Type
    Full-Time Regular
    Functional Group
    Sales
    Business Segment
    Refinish
    Region
    Americas
  • Overview

    THE COMPANY

    Axalta Coating Systems Ltd. ("Axalta," or the "Company"), is a leading global manufacturer, marketer and distributor of high performance coatings systems.  With over a 150-year heritage in the coatings industry, Axalta is known for manufacturing high-quality products with well-recognized brands supported by market-leading technology and customer service.

    Over the course of the Company's history, Axalta has remained at the forefront of the industry by continually developing innovative coatings technologies designed to enhance the performance and appearance of customer's products, while improving the customer's productivity and profitability. Axalta's diverse global footprint of 50 manufacturing facilities, four technology centers, 47 customer training centers and more than 14,000 team members allows the Company to meet the needs of customers in over 130 countries. Axalta serves its customer base through an extensive sales force and technical support organization, as well as through approximately 4,000 independent, locally-based distributors. The Company's scale and strong local presence are critical to its success, allowing leverage of the technology portfolio and customer relationships globally while meeting customer demands locally.

    Axalta operates its business in two operating segments: Performance Coatings and Transportation Coatings, serving four end markets, including:  Refinish, Industrial, Light Vehicle and Commercial Vehicle, across the following four regions: North America, EMEA, Latin America and Asia-Pacific.

    For more information please visit our website www.axalta.com or follow us on Twitter @axalta and on LinkedIn.

    Responsibilities

    The Customer Care Representative role is in direct support of Axalta sales to our distributors, direct accounts, body shops, and manufacturers that use coatings and various other end user products. The Representative works closely with sales representatives in the field to develop new sales leads, with primary account responsibilities in rural areas. The successful candidate will provide bilingual service to the Canadian region. This role provides our customers with the most current technical and colour information. The Customer Care Representative also provides recommendations, trouble-shooting support, and information on the use of proper tools and equipment.

    Customer Care Representatives provide support from a call center environment that currently provides colour and technical support to the Refinish, Commercial Transportation and General Industrial businesses.

    JOB RESPONSIBILITIES include:

    • Maintain a high level of proactive servicing to distributors and users of Refinish products from a call centre environment including, colour and application inquiries, new product introductions, product promotions, claims and rebates, marketing and training programs, refinish hints and tips, etc.
    • Coordinate with field sales teams including Product Specialists, Account Managers and Sales Managers, to provide call centre servicing, as the first line of communications support.
    • Prioritize and conduct scheduled customer support or sales calls for designated accounts (jobbers and body shops), with a primary focus on account management for small to medium-sized accounts.
    • Utilize computer skills to manage customer database including account data input, account activity recording, and basic reporting and analysis
    • Support the delivery of value-added services to the field such as, marketing and training programs.
    • Ensure retention, growth and customer satisfaction for designated accounts, along with sales development of targeted competitive accounts
    • Being the contact person for the Axalta website answering requests from the "contact us" area on the portal and qualifying registrations to the site.
    • Responsible for managing the Inbound calls Monday to Friday from 8.30AM to 4.30PM.

    Qualifications

    • This is a bilingual position (French/English)
    • Strong Refinish (colour, equipment, application) skills, normally acquired through body shop and/or field service experience in the collision repair industry
    • Customer focused, highly motivated and self-managed with strong interpersonal skills to deal with internal and external customer demands
    • Knowledge of Axalta products and services, and competitive product and service offerings
    • Capability and desire to team with field sales teams and distributors partners
    • Demonstrated ability to build relationships and establish rapport with customers over the phone
    • Ability to work independently with minimum supervision while meeting deadlines and managing changing priorities
    • Ability to use computers, and customer databases, e.g., Office, Salesforce.com, SAP, Axalta’s Learning Management System
    • Sales experience, technical expertise and / or body shop painting experience are beneficial

    INDLP

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