Customer Service Representative (bilingual - French/english)

Job Title

This role supports order management and customer service activities for European customers, with a focus on improving delivery performance and ensuring accurate and timely processing of customer orders. The position serves as a key coordination point between customers, sales offices, production plants, logistics, and internal departments to ensure smooth order fulfillment from entry through delivery and invoicing.

Key Responsibilities

Receive customer orders, identify ordered products, verify pricing in internal systems and customer databases, and record orders in the ERP system.

Review delivery lead times provided by production plants and coordinate with factories to obtain improved delivery timelines when required.

Confirm delivery terms for each order and monitor progress through fulfillment.

Follow customer orders from order entry through shipment, delivery, and invoicing, including coordination of worldwide transportation when applicable.

Maintain daily communication with customers via phone and email to manage requests, provide updates, and resolve issues.

Organize and maintain scanning and documentation of all orders and related records.

Distribute requests received through the company's eCommerce platform to the appropriate authorized sales offices.

Support sales offices by responding to inquiries and directing requests to the appropriate internal departments.

Collaborate with customer service teams, European sales offices, production plants, marketing, logistics, quality, and engineering teams.

Manage and resolve customer inquiries and administrative matters related to client accounts.

Perform administrative tasks related to customer files and documentation management.

Complete additional tasks assigned by management that align with role responsibilities and compliance requirements.

Qualifications and Requirements

Minimum of 3 years of experience in international sales support, customer service, logistics, transportation, or a related field.

Experience working in an international or multi-site business environment preferred.

Proficiency in French required, fluency is a major advantage.

Strong proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.

Basic technical aptitude to identify products and interpret order information.

Strong organizational skills with attention to detail and the ability to manage multiple priorities.

Effective communication and collaboration skills in a cross-functional environment.