Customer Service Decoration Specialist - Bilingual

Family-owned and operated since 1977, Stormtech Performance Apparel is one of the fastest-growing suppliers in the promotional product industry, with four distribution centers shipping to 40 countries worldwide.

We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future.

CUSTOMER EXPERIENCE PROMISE

We deliver a Simple and Trusted Experience where customers always know what’s happening, can rely on our commitments, and get fast, accurate resolution without needing to follow up.

• Simple: We remove friction


• Trusted: We do what we say, and communicate proactively when we can’t.


• Fast: We respond and resolve within clearly defined expectations.


• Accountable: We own issues end-to-end, even across teams.


• Predictable: Customers should never be surprised by outcomes or delays.

ROLE OVERVIEW

As a Bilingual Customer Service & Decoration Specialist, you will be the voice of Stormtech, helping deliver a simple and trusted experience through professional and proactive communication, order entry accuracy, and strong customer ownership. You will manage customer interactions via email and phone, in both French and English.

This role requires someone who thrives in a fast-paced environment, can manage multiple priorities simultaneously, and takes pride in delivering accurate, reliable service. Success in this role comes from balancing customer empathy with operational discipline, while working cross-functionally to ensure orders move smoothly from placement to delivery.

Experience with Salesforce or similar CRM systems is considered a strong asset.

WHAT SUCCESS LOOKS LIKE

Successful team members in this role:

• Communicate professionally and accurately with customers


• Communicate proactively before customers need to follow up


• Take ownership of issues from start to finish


• Balance speed with accuracy in a high-volume environment


• Stay calm, organized, and solutions-focused under pressure


• Build trust through consistency, follow-through, and accountability


• Share ideas for ways to simplify processes and reduce friction for customers


• Collaborate effectively across the team and other departments

KEY RESPONSIBILITIES

Collaboration & Teamwork

• Work collaboratively with Sales, Production, Credit, Distribution, and other departments to ensure smooth order execution


• Contribute to a positive, accountable, and team-oriented work environment


• Participate actively in team meetings, training sessions, and knowledge-sharing initiatives


• Support onboarding and training of new team members when required


• Embrace continuous learning, process improvement, and operational change

Customer Communication

• Provide timely, professional, and accurate responses to customer and sales team inquiries via email and phone in both French and English


• Own customer inquiries from initial request through resolution, coordinating with internal teams as needed


• Support customers and sales representatives with order-related, product-related, and account-related questions


• Resolve customer concerns with professionalism, urgency, and empathy, escalating issues appropriately when required


• Reinforce a simple and trusted experience through clear, proactive, and reliable communication


• Proactively communicate delays, risks, or order changes before customers need to ask

Data Entry & Accuracy

• Accurately process customer orders, ensuring correct product details, quantities, shipping information, and delivery requirements


• Maintain detailed and accurate records of customer interactions, order updates, and resolutions


• Review and validate order information to minimize errors and prevent fulfillment issues


• Support the maintenance of customer account information and documentation within company systems


• Maintain a high level of accuracy while managing competing priorities and deadlines

Order Management

• Coordinate multiple complex orders simultaneously from placement through fulfillment


• Review customer artwork submissions and Stormtech Spec Sheets to guide customers toward the best solution


• Monitor order progress closely and collaborate with internal teams to ensure on-time delivery


• Partner closely with Production, Credit, Distribution, and Sales teams to resolve issues quickly and efficiently


• Identify potential order risks early and take proactive steps to minimize customer impact

Problem-Solving & Continuous Improvement

• Quickly identify and resolve order discrepancies, delays, and customer concerns in alignment with company policies and customer experience standards


• Exercise sound judgment to balance customer needs with operational requirements


• Advocate for customer needs while collaborating with internal teams to achieve effective solutions


• Identify recurring customer pain points and provide feedback to leadership on process improvement opportunities


• Contribute ideas that improve efficiency, communication, and overall customer experience

Time Management & Adaptability

• Effectively manage high email and phone volumes while prioritizing urgent customer needs


• Balance multiple deadlines and changing priorities without sacrificing accuracy or responsiveness


• Utilize available systems and tools to stay organized and manage workload efficiently


• Adapt quickly to changing business needs, workflows, and priorities in a dynamic environment

YOUR KEY SKILLS

• Bilingual proficiency in French and English, with the ability to communicate with clarity, professionalism, and accuracy in both written and verbal formats.


• Strong organizational skills and exceptional attention to detail


• Ability to manage multiple priorities in a fast-paced, high-volume environment


• Strong problem-solving skills and the ability to exercise sound judgment


• Ability to work independently while collaborating effectively across teams


• Previous experience in customer service, order management, or a related role is preferred


• Embroidery or Heat Transfer knowledge is an asset


• Experience with Salesforce or similar CRM systems is considered an asset

Please note: this is a 100% in-office position. Remote or hybrid work is not available.