Requirements
Essential:

Bilingual in English and French, with strong communication skills in both languages

College Diploma in a related field, AND/OR a minimum of 1 to 3 years of related experience in customer service

Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)

Must have excellent written and verbal communication skills in both English and French

Ability to multitask and deal with a variety of demands

Excellent organizational and time management skills

Desirable:

Knowledge of mechanics is considered as asset

B2B customer experience

This posting is for an existing vacancy.
This is a 12-15 month contract.
WHAT DO WE DO?
We create solutions for the people who keep our world flowing. For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE
Under the supervision of the Customer Care Supervisor, this role constantly strives to provide exceptional customer experience to our customers. The position is responsible for ensuring all customer inquiries and issues/problems are resolved within the specified timeframe, thus, maintaining high customer satisfaction. Our ideal candidate is someone who demonstrates a high level of initiative, rigor and passion for outstanding customer experience.

Duties & Responsibilities

Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels





Proactively communicate with customers about promised ship dates and any changes to their orders

Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues

Maintain accurate and up-to-date records of all customer communications in the CRM system

Provide regular updates to customers regarding the status of their orders and shipments

Identify and refer complex technical inquiries to the appropriate internal personnel for resolution

Collaborate with internal teams to expedite critical orders or those for target accounts

Keep customers informed about their inquiries, order statuses, shipments, and any potential issues

Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience

Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed

Collect and provide feedback from customers to internal teams to identify areas for improvement

Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge

Work closely with the sales and distribution teams to ensure customer needs are met efficiently

WORK ENVIRONMENT




Fast-paced environment in a dynamic competitive industry. Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings. Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions.

Benefits
Canadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work‑ethic, passion, and determination, we'll provide the tools you need for success. We will help you grow so that we can continue growing.

WHAT'S IN IT FOR YOU?

Competitive remuneration ($55,000-$65,000)

Vacation pay on each pay

A culture that encourages creative thinking and initiative—your ideas matter

FUN FACTS

The average employee tenure is 9 years

We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays

We regularly host social events and gatherings to foster togetherness and fun

Equal Opportunity Statement
We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate's request.

We use automated tools, including artificial intelligence, to support parts of our recruitment process such as application review and screening. All hiring decisions are made by human decision makers.

#J-18808-Ljbffr

📌 Bilingual Customer Concierge (12-15 month contract) (Ontario)
🏢 John Brooks
📍 Ontario