Location: RemoteEmployment Type: Full timeLocation Type: RemoteDepartment: SalesOverview ApplicationOverview: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 needsProvide customer-requested quotes and make recommendations based on product knowledge, specifications and market awarenessReceive, 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 customerProvide information on order status, tracking of shipments, invoices, credits and inventory availabilityGenerate 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 dateGenerate, process, and track all territorial RMA or product return/warranty activity following established proceduresLiaise with accounting, purchasing,



warehouse and other departments to ensure timely responses to customer inquiriesResearch, interpret and communicate product specifications as they relate to customer inquiriesCreate demo product inventory orders for support of trade shows and/or field demonstrationsReview preliminary bids or tenders and highlight concerns, dates, product samples and summaryPerpetual responsibility to take the initiative to broaden individual product knowledgeUpdate customers on recent products, upcoming clearance and sales eventsCollaborate with outside sales representatives to support territory growth through lead qualification, quote generation, and coordinated account strategySupport sales initiatives by assisting with outbound outreach campaigns, promotions, and targeted customer engagementIdentify opportunities to upsell or cross-sell complementary products based on customer needs and order historyDocument all customer interactions in CRM softwareEnsure all potential leads go to the appropriate sales personAssist with measurement or sizing of clients for clothing and armorRequired Qualifications:1 to 3 years of customer service experienceExcellent written and verbal communication skillsEffective in building and maintaining positive customer relationsStrong attention to detail, accuracy and efficiencyAbility to manage time and prioritize multiple responsibilitiesStrong research and problem solving skillsPositive attitude demonstrating the ability to work in a team environmentBilingualism (French/English) is requiredCriminal Record CheckPost-secondary educationExperience in the tactical equipment/uniform industry is an assetThis is a remote position - home office required. Some travel will be required to participate in tradeshows and other company initiatives in person.

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