Bilingual Customer Service Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Process customer purchase orders and address order-related issues.

• Manage incoming customer calls and emails in both French and English.

• Take ownership of the customer request and experience from start to finish.

• Handle customer requests utilizing various complex systems and dual monitors.

• Investigate and resolve customer concerns, expedite back orders, and manage returns and special requests.

• Cross-reference products and suggest alternatives to enhance revenue.

• Accelerate shipments and ensure follow-up until issues are fully resolved.

• Work collaboratively with outside sales on pricing and customer issues.

• Communicate effectively with suppliers, customers, and sales representatives.

• Monitor performance metrics including schedule adherence, productivity, and quality.

• Follow up on outstanding issues with sales, suppliers, and customers.

• Identify solutions and propose process enhancements.

• Make decisions based on established policies and previous precedents, seeking guidance when necessary.

• Perform additional duties as assigned.

⛳️ Requirements

• A High School diploma is mandatory.

• Preferably 1–3 years of relevant experience in a customer service position.

• Bilingual proficiency in French and English, both verbal and written, is essential.

• Intermediate computer skills are required.

• Capable of working across multiple systems simultaneously with the use of multiple monitors.

• Experience with SAP, C4C (SAP Cloud), or other CRM tools is preferred.

🏝️ Benefits

• A global team of over 14,000 associates.

• Opportunities for learning experiences that support career advancement and success.

• A diverse, equitable, and inclusive workplace culture.

• An equal opportunity employer.

• Reasonable accommodation provided during the employment process.