Bilingual Customer Service Representative

Bilingual Customer Service Representative

The Customer Service Representative is responsible for taking and processing orders, responding to customers in person, online, and by phone, and ensuring customer satisfaction by anticipating customer needs and proposing appropriate solutions based on our product portfolio. As an integral member of the team, the Customer Service Representative maintains productive working relationships, internally and externally, and coordinates all aspects of the sale from orders to deliveries and payments.

Responsibilities include creating and managing order entries, preparing daily order schedules and distributing them to warehouse staff, collaborating with warehouse to address shipping errors and discrepancies, addressing delivery-related issues such as late shipments, shortages, and damaged products, preparing all required paperwork for freight claims due to damages and arranging for credit or reshipment, and processing transactions including payments and credits. The Customer Service Representative also services customers directly by telephone, email, mail over the counter, and in the showroom, responds to customers and sales representatives on inquiries pertaining to product, shipping, warranty, etc., supports outside sales team by adopting internal processes to ensure customer satisfaction, participates in local trade shows occasionally requiring weekend support, and completes other tasks as requested by Branch Manager. This is a fully on-site position with no hybrid or remote options available.

Education requirements include completion of college/vocational or technical training (minimum requirement: Grade 12 or GED), computer literacy, proficiency in using the MS Office Suite including Word, Excel, and Outlook, and knowledge of building materials and construction techniques is an asset but not required.

Skills and attributes include inside sales or order desk experience, fluency in English and French both verbal and written, strong administrative, organizational, time management, and prioritizing skills, ability to handle a fast-paced, demanding environment and to act with urgency when necessary, a customer-focused attitude with a high level of professionalism and discretion, dedication to being a team player that can work effectively with their own team as well as other departments to achieve goals, attention to detail and ability to follow up on customer orders, and excellent communication, interpersonal skills, and ethics.