Bilingual Client Services
Job Description
Come join our team at Complete Purchasing Services! Our group buying organization is second to none and prides itself how we serve & support our clients all across Canada. In the role as Client Services/Support, you will be responsible for systems maintenance, over‐the‐phone training & support, and inside sales function for contract compliance and user adoption of Complete Purchasing Services' proprietary systems. Support calls are 60% outbound and 40% inbound.
Job Responsibilities
User Training & Support
Provides first level support to users (external & internal), triage support issues & contacts responsible party for
resolution and/or escalation.
Provides user training & technical support, phone &/or online and in‐person, as needed.
Sends post‐call user satisfaction survey after each user interaction.
Develops user guides and video tutorials using Camtasia or digital adoption platform, including script, video screen
captures and audio narration.
System Maintenance
Maintains database integrity.
Maintains user & supplier profiles – portal, purchasing, and CRM.
Documents inbound & outbound calls in the CRM application and manages emails received through the portal “contact
us” section.
Quality Assurance & Testing
In collaboration with CPS IT and third‐party technology partners, participates in project calls on distributor integrations
and application enhancements.
Performs user acceptance testing for purchasing and portal upgrades as well as distributor integration.
Verifies and confirms defect (or bug) fixes.
Program Adoption
In collaboration with the account manager, ensures user adoption of CPS proprietary systems as well as compliance to
CPS contracts.
Field Engagement
Participates in field presentations as needed.
Measurement & Analysis
Monitors user adoption, identifies opportunities, recommends approach to account management team and/or follows up
directly with client.
Qualifications
The ideal candidate will have the following professional experience and skills:
Minimum three (3) years of IT help desk, specifically software application support and inside sales or customer service
experience.
Requires strong attention to detail to ensure database integrity.
Requires strong critical thinking skills for clear, concise assessment of support issues and user requirements.
Experience and demonstrated ability to diagnose & troubleshoot basic computer user & connectivity challenges.
POSITION SUMMARY:
Strong communication skills, written and oral. For bilingual position, must be able to communicate effectively in both English
and French.
Above average computer skills including Microsoft Office (MS excel) and internet.
Working knowledge of video‐editing software (Camtasia) is an asset.
It is expected that the successful candidate will have the following personal attributes:
Experience and demonstrated ability to work effectively in a matrixed organization.
Excellent oral and written communication and presentation skills, plus the ability to communicate with a wide range of
people.
Attention to detail and a passion for database management.
Excellent customer service and client relationship skills.
The ability to effectively manage others through informal influence.
A natural leader with high energy and a sense of enthusiasm who can inspire and motivate others, thereby creating vision
and commitment throughout the organization.
A self‐starter, confident in his/her abilities, self‐motivated and able to work effectively with little supervision and also in a
team environment.
A high energy, results‐oriented individual who can make a difference; an individual who takes initiative, makes things
happen, accepts accountability and has a “can do” attitude; has a sense of urgency.
Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment.
A strong value system, unquestioned integrity and good listening skills.
Has perseverance and the ability to drive complicated projects to a successful conclusion.
Ability to deal with ambiguity and effectively cope with change.
Draws on diverse resources to make high quality decisions.
Thrives on functioning independently with a minimum of supervision, and also in a team environment.
Has the ability to motivate others who have no direct reporting relationship.
EDUCATION
The successful candidate must possess a minimum of two (2)‐year college degree in a technology‐related program. A Bachelor’s
degree is desirable but not required.
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About Complete Purchasing Services
WE CARE FOR YOUR ORGANIZATION AND THE PEOPLE YOU SERVE
Learn how we’ve helped our clients meet their financial and operational objectives.
At Complete Purchasing Services, we're much more than a procurement company - we're a company that cares for your organization and the people you serve. We are dedicated to helping your organization take a step forward.
Because we’re rooted in service, we do great things for our people, our partners, our communities and our planet. We consistently and proactively find strategic purchasing solutions and operational tools that make your organization more efficient and more effective. Together with our client members and our supplier partners, we strive for greatness – to each other, for our client members, and the outcomes that impact our collective communities and the world we live in.
See how we are making a difference every single day!
Complete Purchasing Services is part of the Avendra Group portfolio of companies. As part of Avendra Group, Complete Purchasing Service leverages a vast network of professional procurement experts and innovative resources to deliver customized solutions to customers and suppliers.
This network provides our clients with high-quality, nationally recognized brands as well as local favorites, and the benefit of competitive, stable pricing, giving our clients predictable outcomes.
In addition, our long-term partnerships with industry associations have kept us engaged with the changing and evolving needs of the markets we serve.