Bilingual Customer Service Representative-Order Management (English/French)

Description

Location: Mississauga, ON – Hybrid (2 days in office only after 6 months of training)
Schedule: The work schedule is Monday to Friday, for a total of 40 hours per week.
(Occasional overtime may be required during periods of high customer demand)
Salary: up to $60,000

About the Company

Our client is currently undergoing a phase of significant growth and is seeking skilled professionals to join their team. As a recognized global leader in quality and service excellence, the company is fully committed to building a workforce that is knowledgeable, passionate, and innovative. Their mission is to empower employees to drive continuous innovation and uphold their position at the forefront of the industry.

Benefits:

• Paid Sick Days
• Employer-Paid Comprehensive Group Benefit Plan – Life/AD&D/LTD/Extended
• Health/Dental/Health
• Care Spending Account
• Group Pension Plan with Employer Match
• Employee and Family Assistance Program
• Excellent management
• Open door policy
• Mature and team-oriented family atmosphere
• Low turnover
• Event celebrations
• Open concept office
• Bright windows

Responsibilities

Key Responsibilities

Customer Support & Relationship Management

• Serve as the primary point of contact for customers via phone, email, and other communication channels.
• Build and maintain positive relationships by providing professional, courteous, and responsive customer service.
• Deliver timely resolutions to customer inquiries while maintaining a customer-first mindset.
• Ensure all customer interactions are handled with professionalism, empathy, and accuracy.

Order Management

• Process customer orders accurately and efficiently using ERP and CRM systems.
• Review customer purchase orders for completeness and accuracy.
• Coordinate order fulfillment with Production, Planning, Warehouse, and Logistics teams.
• Monitor order status and proactively communicate delivery updates or delays.
• Ensure pricing, customer information, and product details are maintained accurately.

Customer Solutions & Issue Resolution

• Investigate customer inquiries, complaints, and service issues.
• Troubleshoot order, pricing, product availability, billing, and delivery concerns.
• Coordinate returns, credits, warranty claims, and corrective actions.
• Process refunds or invoice corrections when required.
• Escalate complex issues to the appropriate departments while maintaining ownership of customer
• communication through resolution.

Quotations & Sales Support

• Prepare accurate customer quotations based on pricing guidelines.
• Follow up on quotations and assist customers in selecting the appropriate products.
• Support the outside sales team with customer requests and account management.
• Identify opportunities to provide value-added solutions and promote additional products where appropriate.

Product Knowledge

• Develop and maintain strong knowledge of industrial conveyor belting, power transmission products,
• hoses, and related solutions.
• Educate customers on product features, specifications, pricing, availability, and lead times.
• Recommend products based on customer applications and operational requirements.

Multichannel Customer Support

• Manage customer interactions efficiently through telephone, email, CRM platforms, and other
• communication tools.
• Maintain service level expectations for response times across all communication channels.
• Prioritize multiple customer requests while ensuring accuracy and responsiveness.

Continuous Improvement

• Identify opportunities to improve customer service processes and operational efficiencies.
• Participate in process improvement initiatives and cross-functional projects.

Support company quality standards and customer service objectives.

Skills Required

• Excellent verbal and written communication skills.

• Strong organizational, time management, and multitasking abilities.

• Proven problem-solving and conflict-resolution skills.

• Proficiency with Microsoft Office Suite, including Outlook, Excel, Teams, and Word.

• Ability to quickly learn technical products and business processes.

• Communication Skills

• Problem Solving

• Attention to Detail

• Time Management

Qualifications

• Fluently bilingual in English and French (spoken and written).

• Ability to work independently and collaboratively within a team.

• High attention to detail and commitment to accuracy.

• Customer Focus

• Relationship Building

• Accountability

• Adaptability

• Teamwork

• Continuous Improvement

• Professionalism

Experience Requirements

• Minimum 3–5 years of customer service experience in manufacturing, industrial distribution, or a technical environment.

• Experience in the conveyor belting, power transmission, industrial products, or manufacturing industry is considered a strong asset.

• Experience with ERP systems (Microsoft Dynamics NAV/Business Central, Oracle, or similar).

• Experience using CRM systems such as Salesforce is preferred.

Education Requirements

College diploma preferred.