Job Description

Title:

Bilingual Customer Service Representative

Department:

Sales / Customer Service

Reports to:

General Manager

Shift:

Day, 8:00am to 4:30pm

Purpose of position:

The Bilingual Customer Service Representative serves as the primary point of contact for customers, ensuring accurate order processing, timely communication, and a high level of customer satisfaction. This role requires strong attention to detail, technical understanding of Saand products, and effective coordination with internal teams to support successful project execution.

This position is designed as a growth role, offering opportunities to take on increasing responsibility over time and develop toward a future Customer Service Lead / Supervisor role based on performance, capability, and business needs.

Duties & Responsibilities

Customer & Order Management

• Contact and communicate with customers via phone and email to support orders, deliveries, and inquiries
• Review, analyze, and vet incoming customer orders for completeness and accuracy in accordance with established standards and protocols
• Check and proofread orders to ensure pricing, specifications, and delivery details are correct
• Assist customers with order tracking, expediting, and delivery coordination
• Enter / Log customer complaints, credits, and RMAs with complete and accurate information from the customer’s perspective

Technical & Project Support

• Develop and maintain technical knowledge of Saand products, including benefits and product comparisons
• Read and interpret technical drawings and specifications to support accurate order processing
• Support project-related orders through coordination with project managers, purchasers, and internal teams
• Participate in customer account visits, including project discussions and alignment of customer schedules with internal capacity planning

Internal Coordination & Problem Solving

• Coordinate interdepartmentally with Production Scheduling, Shipping, Engineering, IT, and A+W Support to resolve order-related issues
• Troubleshoot processing challenges and identify solutions that support customer expectations and internal efficiency
• Communicate potential order issues proactively to outside sales representatives and collaborate on solutions
• Assist outside sales representatives to ensure alignment and overall customer satisfaction

Ownership, Standards & Continuous Improvement

• Take ownership of assigned customer accounts and orders from entry through delivery
• Identify recurring issues or inefficiencies and escalate improvement opportunities
• Support department standards and best practices through consistent execution and teamwork
• Participate in continuous improvement discussions related to customer service and order processing

Team Support & Development Exposure

• Assist with training, knowledge-sharing, and onboarding support for new or less experienced team members as experience grows
• Act as backup support within the customer service/order entry workflow as required
• Demonstrate professionalism, collaboration, and accountability as a contributing member of the team

Work Experience Requirements:

• 2–3 years of customer service experience in a manufacturing or technical environment, or equivalent experience with a strong willingness to learn
• Fluency in English and French, written and oral, is mandatory
• Working knowledge of MS Office and sales order/ERP software with strong keyboarding skills
• Ability to read and understand technical drawings and diagrams is an asset
• Knowledge of the glass industry (tempering, IG, laminated, fabricated glass) is an asset
• Strong attention to detail with excellent organizational and time-management skills
• Proven customer service orientation and problem-solving ability
• Ability to establish priorities, work collaboratively as part of a team, and respond with appropriate urgency

Growth & Development Opportunities

• Progressive ownership of customer accounts and complex orders
• Exposure to process improvement initiatives within Customer Service and Order Entry
• Opportunities to support training and informal mentoring of team members
• Cross-functional collaboration with Sales, Production, and Scheduling
• Development pathway toward a Customer Service Lead / Supervisor role based on performance and readiness

Education Requirements:

• Post-secondary education