Customer Support Specialist - Bi-lingual (French)

LEDVANCE is a global leader in innovative lighting products and intelligent, connected lighting solutions for smart homes and businesses. Built on the trusted legacy of SYLVANIA, we bring together deep industry expertise and forward-looking technology to create brighter spaces and better experiences for our customers.

At LEDVANCE, we value strong relationships, collaboration, and service excellence. With a well-established distribution network and deep understanding of the market, we are proud to support customers across Canada and around the world with solutions they can rely on.

We are excited to launch our new Canadian Customer Service Team and are looking for customer-focused Customer Support Specialists to grow with us. This is a unique opportunity to join a new team at an exciting time, help shape how we support our customers, and make a real impact from day one. If you enjoy building relationships, solving problems, and being part of a collaborative team that values great service, this could be a great fit for you.

Key Responsibilities

• Support customers across phone, email, and live chat with professionalism, care, and responsiveness.
• Resolve customer questions and issues by understanding needs, researching solutions, and following through to completion.
• Provide clear and accurate information about products, services, policies, and processes.
• Partner with internal teams to escalate and resolve more complex customer needs when required.
• Act as a key point of contact for smaller customer accounts and provide inside sales support.
• Provide product cross-reference support.
• Support account managers during absences and as needed.
• Enter customer orders accurately and in a timely manner.
• Submit sample orders when required.
• Support distributors and account managers with pricing requests and quotations through Salesforce.
• Contribute to team success by meeting service, quality, and customer satisfaction goals.
• Bring a positive, empathetic, and solution-oriented mindset to every interaction.
• Bilingual French and English candidates are strongly encouraged to apply; a minimum of two positions will require bilingual capability.

Qualifications

• College diploma preferred or equivalent experience will also be considered.
• Minimum of 3 years of relevant customer service or support experience preferred.
• Strong verbal and written communication skills, with the ability to build trust and rapport.
• Comfortable supporting customers across multiple channels, including phone, email, and chat.
• Experience using Salesforce, SAP, Power BI, and Microsoft Office; the ability to learn new systems quickly is important for success in this role.
• Lighting industry knowledge is an asset.
• Strong problem-solving, active listening, and critical-thinking skills.
• A positive attitude and a genuine commitment to delivering a great customer experience.

Preferred Skills and Competencies

• Ability to multitask and manage time effectively in a fast-paced environment.
• Highly organized with strong attention to detail.
• Strong conflict resolution and de-escalation skills.
• Dependable, punctual, and collaborative, with a strong team-first approach.

Additional Information

• Relocation and/or work sponsorship are not available with these positions.
• These are full-time positions, Monday to Friday. To support customers across multiple time zones, the team will work across three shifts.
• We also offer a hybrid work model, with up to three days per week working remotely from home.
• Salary is commensurate with experience. Range 45-70k CAD