Job Description

Short Description:

The Bilingual Order Manager is responsible for overseeing and managing all aspects of the order process for customers who speak multiple languages. This includes processing orders, communicating with customers in their preferred language, and ensuring timely delivery of products. The ideal candidate will have strong organizational skills, excellent communication abilities in both languages, and the ability to multitask in a fast-paced environment. Additionally, the Bilingual Order Manager will work closely with other departments to ensure customer satisfaction and resolve any issues that may arise.

Duties / Responsibilities:

• Manage and process customer orders from various channels, ensuring accuracy and timely fulfillment.
• Communicate with customers in both languages (e.g., English and a second language) regarding order status, delivery updates, and any issues or discrepancies.
• Collaborate with warehouse teams to ensure that inventory levels are sufficient to fulfill incoming orders and resolve stock-related issues.
• Address and resolve customer complaints or order-related issues, including shipping delays, product availability, and return requests.
• Work closely with shipping carriers to ensure orders are delivered on time and handle any logistics concerns such as international shipping regulations.
• Maintain accurate records of orders, transactions, and inventory, and provide regular reports on order status and performance metrics.
• Liaise with sales, marketing, and production teams to ensure customer orders are fulfilled according to expectations and company standards.
• Verify and process customer payments, including handling any discrepancies or issues related to billing.
• Assist in forecasting demand and adjusting order management processes to meet customer needs and business goals.
• Ensure all orders comply with relevant international trade and shipping regulations, particularly when dealing with cross-border orders.

Skills / Requirements / Qualifications

• Bilingual Proficiency: Fluency in both English and the designated second language (usually French or Spanish), with excellent written and verbal communication skills in both languages.
• Customer Service Skills: Strong interpersonal skills and the ability to provide high-quality service to customers from diverse backgrounds.
• Organizational Skills: Ability to manage multiple orders, prioritize tasks, and meet tight deadlines in a fast-paced environment.
• Attention to Detail: High level of accuracy when processing orders, managing inventory, and resolving customer issues.
• Experience in Order Management: Previous experience in order management, supply chain, or customer service roles, with a strong understanding of order fulfillment processes.
• Problem-Solving Skills: Ability to troubleshoot and resolve order-related issues effectively, ensuring customer satisfaction and smooth operations.
• Technical Skills: Proficiency in order management software (such as ERP systems) and general computer skills, including MS Office (Excel, Word).
• Knowledge of International Shipping/Trade: Familiarity with international shipping processes and compliance with cross-border trade regulations is a plus.