Bilingual Customer Service Representative

Bilingual Customer Service Representative

Location: Burlington, Ontario

Position Summary

Arriscraft Canada Inc is seeking a highly organized and customer-focused Bilingual Customer Service Representative (English/French) to support our Canada Brick customers, dealers, and sales team across Ontario and Quebec. This role serves as a key point of contact for order management, customer inquiries, pricing administration, and sales support, providing exceptional customer experience throughout the order fulfillment process.

The successful candidate will thrive in a fast-paced environment, demonstrate strong attention to detail, and possess the ability to communicate professionally in both English and French.

Key Responsibilities

• Customer Service & Sales Support
• Provide exceptional customer service to dealers, distributors, contractors, and internal stakeholders in both English and French.
• Serve as a primary point of contact for inquiries regarding products, pricing, availability, lead times, and order status.
• Support Sales Representatives throughout the sales and order fulfillment process.
• Respond promptly and professionally to customer inquiries by telephone and email.
• Provide back-up support to the broader Customer Service and Sales Administration teams as required.

Order Management & Administration

• Enter and maintain customer orders accurately within the SAP system.
• Review and update customer orders to ensure timely and accurate processing.
• Verify product availability and communicate inventory status to customers and sales representatives.
• Reserve inventory as product becomes available from production.
• Maintain customer pricing agreements, contracts, and special pricing programs within company systems.
• Ensure customer records and order information remain accurate and up to date.

Cross-Functional Coordination

• Collaborate closely with Production to coordinate order fulfillment and special production requirements.
• Work with Sales Administration to ensure pricing structures, contracts, and customer agreements are accurately maintained.
• Assist with French translations of customer-facing materials, correspondence, and internal documentation as required.
• Support continuous improvement initiatives related to customer service and order processing.

Qualifications

Required Skills & Experience

• Fully bilingual in English and French, with excellent verbal and written communication skills in both languages.
• Minimum 10 years of overall professional work experience, including at least 3-5 years in customer service, inside sales, order management, or a related customer-facing role.
• Strong computer proficiency, including Microsoft Office applications.
• Exceptional attention to detail with a high degree of accuracy in data entry and order processing.
• Excellent organizational, prioritization, and problem-solving skills.
• Ability to work independently while contributing effectively within a team environment.
• Strong customer-focus and commitment to service excellence.

Preferred Qualifications

• Experience using SAP ERP or similar enterprise resource planning systems.
• Experience supporting distribution, manufacturing, construction products, building materials, or industrial products industries.
• Knowledge of order fulfillment, pricing administration, inventory management, and sales support processes.

Why Join Arriscraft/Canada Brick?

• Salary Range: $50,000 - $60,000 per year.
• Comprehensive health and dental benefits effective immediately upon hire.
• Company-sponsored pension plan with employer contributions available after three months of employment.
• Stable, established Canadian manufacturing organization with a strong market reputation.
• Career growth and advancement opportunities.
• Ongoing product knowledge and professional development training.
• Collaborative and supportive team environment.