Bilingual Customer Service Representative-Order Management (English/French)

Full-Time/Permanent

Department: Customer Service

Reports To: Customer Service Manager

Location: Mississauga, ON – Hybrid (2 days in office only after 6 months of training)

Schedule: The work schedule is Monday to Friday, for a total of 40 hours per week.

(Occasional overtime may be required during periods of high customer demand)

Salary: Up to $60,000

About the Company

Our client is currently undergoing a phase of significant growth and is seeking skilled professionals to join their team. As a recognized global leader in quality and service excellence, the company is fully committed to building a workforce that is knowledgeable, passionate, and innovative. Their mission is to empower employees to drive continuous innovation and uphold their position at the forefront of the industry.

PERKS:

- Paid Sick Days
- Employer-Paid Comprehensive Group Benefit Plan – Life/AD&D;/LTD/Extended
- Extended Health and Dental Coverage
- Care Spending Account
- Group Pension Plan with Employer Match
- Employee and Family Assistance Program
- Excellent management
- Open door policy
- Mature and team-oriented family atmosphere
- Low turnover
- Event celebrations
- Open concept office
- Bright windows

Position Summary

The Bilingual Customer Service Representative - Order Management serves as the primary point of contact between the company and its customers, delivering exceptional service in both English and French. This role is responsible for resolving customer inquiries, processing orders, preparing quotations, troubleshooting issues, and providing product support across our industrial belting and power transmission product lines.

In this role, you are the bridge between the customer and the organization, working collaboratively with Sales, Operations, Supply Chain, Manufacturing, and Logistics to ensure a seamless customer experience. Your ability to provide timely, accurate, and professional service plays a key role in driving customer satisfaction, loyalty, and business growth.

Key Responsibilities

Customer Support & Relationship Management





- Serve as the primary point of contact for customers via phone, email, and other communication channels.
- Build and maintain positive relationships by providing professional, courteous, and responsive customer service.
- Deliver timely resolutions to customer inquiries while maintaining a customer-first mindset.
- Ensure all customer interactions are handled with professionalism, empathy, and accuracy.

Order Management

- Process customer orders accurately and efficiently using ERP and CRM systems.
- Review customer purchase orders for completeness and accuracy.
- Coordinate order fulfillment with Production, Planning, Warehouse, and Logistics teams.
- Monitor order status and proactively communicate delivery updates or delays.
- Ensure pricing, customer information, and product details are maintained accurately.

Customer Solutions & Issue Resolution

- Investigate customer inquiries, complaints, and service issues.
- Troubleshoot order, pricing, product availability, billing, and delivery concerns.
- Coordinate returns, credits, warranty claims, and corrective actions.
- Process refunds or invoice corrections when required.
- Escalate complex issues to the appropriate departments while maintaining ownership of customer
- communication through resolution.

Quotations & Sales Support

- Prepare accurate customer quotations based on pricing guidelines.
- Follow up on quotations and assist customers in selecting the appropriate products.
- Support the outside sales team with customer requests and account management.
- Identify opportunities to provide value-added solutions and promote additional products where appropriate.

Product Knowledge

- Develop and maintain strong knowledge of industrial conveyor belting, power transmission products, hoses, and related solutions.




- Educate customers on product features, specifications, pricing, availability, and lead times.
- Recommend products based on customer applications and operational requirements.

Multichannel Customer Support

- Manage customer interactions efficiently through telephone, email, CRM platforms, and other
- communication tools.
- Maintain service level expectations for response times across all communication channels.
- Prioritize multiple customer requests while ensuring accuracy and responsiveness.

Continuous Improvement

- Identify opportunities to improve customer service processes and operational efficiencies.
- Participate in process improvement initiatives and cross-functional projects.
- Support company quality standards and customer service objectives.
- Collaborate regularly with customers, sales teams, operations, production, and distribution centres across Canada.

Qualifications

- Fluently bilingual in English and French (spoken and written).
- Minimum 3–5 years of customer service experience in manufacturing, industrial distribution, or a technical environment.
- Experience in the conveyor belting, power transmission, industrial products, or manufacturing industry is considered a robust asset.
- Excellent verbal and written communication skills.
- Strong organizational, time management, and multitasking abilities.
- Proven problem-solving and conflict-resolution skills.
- Ability to work independently and collaboratively within a team.
- High attention to detail and commitment to accuracy.

Technical Skills

- Experience with ERP systems (Microsoft Dynamics NAV/Business Central, Oracle, or similar).
- Experience using CRM systems such as Salesforce is preferred.
- Proficiency with Microsoft Office Suite, including Outlook, Excel, Teams, and Word.
- Ability to quickly learn technical products and business processes.

Core Competencies

- Customer Focus
- Communication Skills
- Problem Solving
- Relationship Building
- Accountability
- Attention to Detail
- Time Management
- Adaptability
- Teamwork
- Continuous Improvement
- Professionalism

📌 Bilingual Customer Service Representative-Order Management (English/French) (Toronto)
🏢 Beyond Bilingual
📍 Toronto