Bilingual Customer Service Representative/Order Management

Job Description

<p><b>Bilingual Customer Service Representative/Order Management</b></p><p><b>Full-Time Hours , Contract</b></p><p><br></p><p><b>Location: Bradford, Ontario-100% On Site</b></p><p><b>Hours: 8:30am-5:00pm Monday-Friday</b></p><p><b>Salary: Up to $52K</b></p><p><br></p><p><b>Client</b></p><p>Family-owned company that gained their reputation for quality and built itself a household name in Europe. They provide high quality leisure products that not only look good but also enhance a wearer’s lifestyle.</p><p><br></p><p><b>PERKS:</b></p><ul><li><b>Family oriented and happy work environment</b></li><li><b>Very low call volume</b></li><li><b>Monday to Friday – day shifts</b></li><li><b>Stable company, in business for over 22 years</b></li><li><b>Staff discounts!!</b></li><li><b>Family environment</b></li><li><b>No evening or weekend shifts.</b></li><li><b>2 weeks’ vacation</b></li><li><b>Open door policy</b></li></ul><p><br></p><p>Seeking a detail-oriented, proactive, and customer-focused <b>Customer Service & Administrative Assistant</b> to support our growing business. This role is integral in ensuring a seamless experience for both our <b>eCommerce/direct-to-consumer (DTC)</b> end consumers and our <b>wholesale B2B customers</b>.</p><p><br></p><p>The ideal candidate will be comfortable working in a fast-paced environment, balancing multiple tasks, and serving as a key point of contact across both sales channels. To support our expanding operations, we are seeking a highly skilled, experienced Customer Service Administrative Assistant that will perform variety of order related functions and interactions with wholesale customers & end consumers, with a positive and professional manner as part of our Customer Service team.</p><p>If you are a Bilingual Customer Service & Administrative Assistant that specializes in Customer Service, fluent in French & English, who enjoys interaction and problem solving with customers, and appreciates a smaller company atmosphere, where your contributions will have tangible impacts, we invite you to apply and help us continue our tradition of excellence.</p><p><br></p><p><b>KEY RESPONSIBILITIES</b></p><p><br></p><p><b>Customer Service (eCommerce / DTC):</b></p><ul><li>Respond & resolve customer inquiries via email, phone, and chat in a timely and professional manner.</li><li>Process online orders, returns, and exchanges using eCommerce and inventory platforms.</li><li>Monitor and update order statuses, shipping information, and tracking.</li><li>Handle customer complaints and escalate issues when necessary.</li><li>Provide product information, size guidance, and support for online navigation.</li><li>Liaise with the warehouse and shipping partners to resolve delivery issues.</li></ul><p><br></p><p><b>Wholesale (B2B) Support:</b></p><ul><li>Serve as backup support for wholesale customer service, including order entry and account management.</li><li>Maintain accurate customer records and account information in CRM or ERP systems.</li><li>A key responsibility is to try to satisfy the customer request for products, even if no longer available, by suggesting alternative products in inventory.</li><li>Direct or inform the appropriate person responsible, in a timely and accurate manner, about any complaints regarding specific products, services provided, or questions regarding their accounts.</li></ul><p><br></p><p><b>Administrative Support:</b></p><ul><li>Perform general administrative tasks including filing, data entry, and document management.</li><li>Provide back up for invoicing.</li><li>Update and maintain inventory, pricing, and product information in relevant systems.</li><li>Perform basic duties such as customer verifications, processing orders/returns and their various applications, processes, forms, and requests for information.</li><li>Order processing which may include supplying order invoice, or handling returns for credit.</li><li>Generation and preparation of records/ reports in computer system, relating to product sales/ availability and aid in communication with customers and end consumers.</li><li>Inform the supervisory personnel regarding trends in external and internal communication trends.</li><li>Call Transfer of incoming calls after complex inquiries and analyzing the accuracy of the information to the appropriate staff responsible for the area of inquiry. Screen/forward calls and messages to the appropriate individuals and keep accurate records of calls/messages.</li></ul><p><br></p><p><b>EDUCATION & EXPERIENCE REQUIREMENTS:</b></p><ul><li>High school diploma or post-secondary diploma from an accredited institution.</li><li>Bilingual English/French (Quebecois preferred but not required)</li><li>Previous Customer Service or Call Center Experience</li><li>Basic Microsoft office and computer proficiency skills</li></ul><p><br></p><p><b>POSITION PROFILE AND QUALIFICATIONS:</b></p><ul><li>Excellent English capabilities in both verbal and written communication skills. French is considered an asset.</li><li>2 years of order management experience</li><li>Organizational skills and ability to prioritize tasks.</li><li>Problem-solving skills and customer service mindset.</li><li>Superb interpersonal skills, such as active listening, concern validation, taking responsibility for action and follow through.</li><li>Ability to work in and manage “in office” work environment, collaboratively & respectfully in a team environment.</li><li>Able to develop and maintain good working relationships with all members of the organization.</li></ul><p></p>