Accountabilities

You will be responsible for managing inbound customer interactions and ensuring smooth order processing while maintaining high service quality standards:

• Handle inbound calls and emails in both French and English, supporting customers with order processing, tracking, and troubleshooting requests.
• Own the full customer request lifecycle from initiation through resolution, ensuring timely and accurate follow-up.
• Process purchase orders and related transactions using multiple systems while maintaining a high level of data accuracy.
• Investigate and resolve order issues, including returns, backorders, substitutions, and shipping escalations.
• Collaborate closely with sales teams and internal stakeholders to support pricing updates, product availability, and customer needs.
• Maintain accurate records across CRM and operational tools while meeting key performance metrics such as productivity and quality.
• Identify opportunities to improve processes, enhance efficiency, and improve the overall customer experience.

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Requirements

This role requires strong customer service expertise, bilingual communication skills, and the ability to operate in a multi-system environment:

• 1–3 years of experience in customer service, order management, or a similar support-focused role.
• Bilingual proficiency in French and English (written and spoken) is mandatory.
• Strong computer literacy with the ability to work across multiple systems and dual monitors simultaneously.
• Experience with CRM or ERP tools such as SAP or SAP C4C is an asset.
• Excellent problem-solving skills with the ability to interpret customer issues and provide effective solutions.
• Strong organizational skills, attention to detail, and ability to manage high volumes of requests.
• Clear communication skills and ability to collaborate effectively with internal teams and external stakeholders.
• Ability to work in a structured, KPI-driven environment with a focus on quality and responsiveness.

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Benefits

• Competitive salary aligned with experience and market standards (CAD 44,000 – 71,300 annual range)
• Fully remote work setup within Canada
• Comprehensive health and wellness benefits package
• Paid time off and holiday entitlement
• Retirement and savings programs (where applicable)
• Career development opportunities within a global organization
• Inclusive and supportive work environment focused on learning and growth