Location: Remote
Employment Type: Full time
Location Type: Remote
Department: Sales
Overview Application
Overview: MDC (M.D. Charlton) is the leading national distributor of tactical and duty equipment for law enforcement, military, security teams, and first responders. We serve as a trusted resource for those in the law enforcement, military, and security sectors across Canada.
About the Role: The Bilingual Customer Service Representative serves as the first line of contact for all inbound customer needs and is responsible for providing accurate and helpful information in a timely fashion to expedite the customer experience. In addition, this role supports outbound customer engagement by proactively following up on quotes, leads, and existing accounts to drive sales growth and strengthen customer relationships.
Key Responsibilities: Deliver outstanding customer service via phone and email by identifying customer needs
Provide customer-requested quotes and make recommendations based on product knowledge, specifications and market awareness
Receive, verify and accurately process all order information, including price, ship-to address, item numbers, quantity and any alterations, sizing and notes related to the order or customer
Provide information on order status, tracking of shipments, invoices, credits and inventory availability
Generate and review of back order or open order reports on a biweekly/monthly basis, contacting the responsible purchaser and providing the customer with updates on any orders delayed beyond the promise date
Generate, process, and track all territorial RMA or product return/warranty activity following established procedures
Liaise with accounting, purchasing, warehouse and other departments to ensure timely responses to customer inquiries




Research, interpret and communicate product specifications as they relate to customer inquiries
Create demo product inventory orders for support of trade shows and/or field demonstrations
Review preliminary bids or tenders and highlight concerns, dates, product samples and summary
Perpetual responsibility to take the initiative to broaden individual product knowledge
Update customers on new products, upcoming clearance and sales events
Collaborate with outside sales representatives to support territory growth through lead qualification, quote generation, and coordinated account strategy
Support sales initiatives by assisting with outbound outreach campaigns, promotions, and targeted customer engagement
Identify opportunities to upsell or cross-sell complementary products based on customer needs and order history
Document all customer interactions in CRM software
Ensure all potential leads go to the appropriate sales person
Assist with measurement or sizing of clients for clothing and armor
Required Qualifications: 1 to 3 years of customer service experience
Excellent written and verbal communication skills
Effective in building and maintaining positive customer relations
Strong attention to detail, accuracy and efficiency
Ability to manage time and prioritize multiple responsibilities
Robust research and problem solving skills
Positive attitude demonstrating the ability to work in a team environment
Bilingualism (French/English) is required
Criminal Record Check
Post-secondary education
Experience in the tactical equipment/uniform industry is an asset
This is a remote position - home office required. Some travel will be required to participate in tradeshows and other company initiatives in person.

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📌 Bilingual Customer Service Representative (Manitoba)
🏢 MD Charlton
📍 Manitoba