Bilingual Customer Service Representative*

Description

Bilingual Customer Service Representative

Order Management | Full-time permanent | Mississauga

Hybrid: 2 days in the office and 3 days working from home
Salary: $60,000–$65,000
Hours: Monday to Friday, with flexible shift options of 7 a.m.–3 p.m., 8 a.m.–4 p.m. or 9 a.m.–5 p.m.

About our client

Established in the 1950s, our client is a leading provider of industrial tools, systems and equipment. More than 200 distributors across Canada are supported by a nationwide sales, distribution and service network. The company focuses on high-quality, efficient products that help customers save money while respecting the environment.

About the role

You’ll help customers with parts and machine inquiries and manage orders for your assigned accounts. As part of the Canadian Order Fulfillment Team, you’ll work with regional and global colleagues to keep customers informed, follow up on late orders and resolve delivery issues.

Perks and benefits

• Medical, dental and vision benefits.
• Pension plan and RSP with a 3% company match.
• Life insurance, short-term disability and long-term disability coverage.
• GoodLife gym membership.
• Tuition reimbursement and access to a North American Training Academy.
• Holiday parties and other monthly social events.
• Open-door management that encourages employee trust and autonomy.
• A competitive salary and a welcoming place to work.

Responsibilities

• Manage customer accounts from quotes and order entry through follow-up.
• Answer product and service questions and make recommendations where appropriate.
• Handle concerns with patience and professionalism, aiming to resolve issues on the first call whenever possible.
• Prepare and share open order reports, including order status, expected shipping dates and opportunities to expedite delivery.
• Work with internal suppliers and colleagues to follow up on orders, resolve issues and expedite customer requests when possible.
• Take part in customer collaboration meetings and build positive working relationships with customers and colleagues.

Qualifications

• At least three years of experience managing the full order process.
• Full fluency in English and French.
• Strong customer service, troubleshooting and conflict resolution skills, including negotiation and handling objections.
• Working knowledge of Microsoft Office and Lotus Notes.
• Close attention to detail and the ability to stay organised under pressure.
• A customer-focused approach, strong interpersonal skills and the ability to work well in a team.
• Tact and professionalism when handling sensitive or difficult conversations.