Location: Concord, Ontario
Department: Customer Care
Reports to: Customer Care Manager
Position: Permanent, Full-time
Language Requirement: Fully bilingual in French and English, both written and verbal
About RONCO
RONCO is a proudly Canadian manufacturer of Personal Protective Equipment (PPE), providing occupational safety solutions that combine quality, reliability and comfort to the food, industrial and healthcare industries. Founded in 1996 and headquartered in Concord, Ontario, RONCO has grown into an international safety company with operations and team members across multiple markets, including established operations in Canada, China and Europe. We are committed to providing our customers with products and solutions that support a safe and productive work environment, while continuing to grow through quality, service and innovation.
Website: www.roncosafety.com
About the Role
RONCO Safety is looking for an organized and customer-focused Bilingual Customer Service Representative who is fluent in both French and English to join our Customer Care team. In this role, you will support customers, process orders, prepare quotations and product information, maintain accurate customer records, and work closely with internal teams to resolve customer needs. As part of our Concord team, you will also provide general office coordination support to help keep day-to-day workplace operations organized.
What You’ll Do
- Respond promptly and professionally to customer inquiries in person, by phone and via email in both French and English.
- Investigate and resolve customer questions related to products, services, orders and company policies while maintaining positive customer relationships.
- Receive and accurately enter customer orders into the ERP system.
- Prepare product information, samples and quotations for existing and prospective customers, and identify appropriate opportunities to promote additional products or services.
- Take ownership of customer issues through resolution, working closely with Sales, Warehouse, Finance and other internal teams as required.
- Maintain accurate customer information in the CRM system and coordinate refunds, exchanges and credits when required.
- Prepare routine customer service reports and maintain organized records and follow-ups.
- Organize and prioritize daily responsibilities to ensure customer requests and orders are handled accurately and on time.
- Support day-to-day office coordination, including visitor and meeting arrangements, shared office supplies and general workplace needs.
- Help keep reception, meeting rooms and other shared office areas organized and appropriately stocked.
- Support routine mail, courier, delivery and other general office requests as required.
- Perform other related duties as assigned.
What You’ll Bring
- Fully bilingual in French and English, both written and verbal.
- High School diploma or equivalent.
- Minimum 2 years of experience in Customer Service, Customer Care or a similar customer-facing role.
- Strong working knowledge of Microsoft Office, with good proficiency in Microsoft Excel.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- High attention to detail and accuracy when processing orders and customer information.
- Strong team player with effective communication and collaboration skills.
- Professional and courteous phone and email communication skills.
- Proactive problem-solving skills with the ability to take ownership and follow issues through to resolution.
- Ability to work independently and effectively in a fast-paced environment.
- Adaptable and willing to learn RONCO’s products, processes and systems.
- Asset: Experience with ERP systems, particularly Microsoft Dynamics 365 Business Central, EDI/Webforms or CRM systems.
- Asset: Previous experience in the safety, PPE or medical industries.
Why Join RONCO?
You’ll gain broad exposure across customer service, order processing, CRM and cross-functional business operations while building knowledge of RONCO’s products and customers. The role also offers opportunities to develop your skills and take on broader responsibilities as your business knowledge grows.
What We Offer
- Salary Range: $52,000–$57,000 annually, depending on experience and qualifications.
- Discretionary performance bonus opportunity, where applicable, based on company and individual performance.
- Hybrid work arrangement with one work-from-home day per week, based on role requirements and company policy.
- Paid vacation in accordance with RONCO’s policies.
- Professional development opportunities, including access to RONCO’s Professional Development & Tuition Reimbursement program where applicable.
- Exposure to a Canadian business with international operations.
- A collaborative workplace with regular employee engagement and company activities.
- On-site parking at our Concord office.
Our Commitment
RONCO is committed to fostering a diverse and inclusive workplace and providing equal employment opportunities. Accommodation is available throughout the recruitment and selection process for applicants who require it.
