E-Commerce Customer Service Representative (Billingual)

Are you a people person who loves creating great first impressions and making customers feel taken care of?

Union Lighting & Décor is looking for a proactive, customer-focused E-Commerce Customer Service Representative to join our growing team.

You’ll be one of the first points of contact for our customers, supporting them by phone, email, online chat, and in person. From answering product questions and helping with purchases to resolving delivery issues, returns, and damage claims, you’ll help make every interaction with Union seamless, personal, and positive.

This role combines customer service, problem-solving, product knowledge, sales support, and hands-on coordination. It’s ideal for someone who is organized, detail-oriented, comfortable working at a fast pace, and genuinely enjoys helping people.

This is a full-time, in-person position based in our e-commerce office in Montreal.

About Union

Founded in 1914, Union Lighting & Décor is a family-owned destination for lighting, decorative hardware, furniture, décor, giftware, and smart home products.

With a 25,000-square-foot showroom in Montreal and a growing e-commerce operation serving customers across Canada and the U.S., Union brings together design, service, and product expertise across retail, trade, commercial, and online channels.

We’re a collaborative, fast-moving company where people are encouraged to learn, contribute ideas, take initiative, and grow.

Together we create. Together we design. Together we are Union. Instagram: @unionlightingdecor

Customer Experience & Support

• Deliver friendly, professional, and thoughtful customer service
• Respond promptly to inquiries by phone, email, online chat, and in person
• Assist customers with product questions, purchases, orders, deliveries, exchanges, returns, and damage claims
• Follow through on customer requests to ensure issues are fully resolved

Product Knowledge & Sales Support

• Develop strong knowledge of our products, brands, and services
• Help customers find products that suit their needs, style, and project
• Participate in ongoing product training with vendors and brand representatives
• Identify opportunities to recommend complementary products and solutions

Problem-Solving & Order Support

• Investigate and resolve issues involving orders, payments, shipments, returns, refunds, and damages
• Process returns, exchanges, refunds, and related requests accurately
• Coordinate with our warehouse, logistics, e-commerce, and sales teams to keep orders moving smoothly
• Communicate clearly with customers throughout the process

Teamwork & Continuous Improvement

• Work closely with teams across the company to deliver a strong customer experience
• Share customer feedback and recurring issues
• Contribute ideas that improve internal processes and the overall customer journey

• Minimum 1 year of customer service experience
• Experience using Shopify, including navigating orders and product pages
• Excellent written and verbal communication skills
• Bilingual in French and English
• Strong problem-solving skills and attention to detail
• Organized and able to manage multiple priorities in a fast-paced environment
• Comfortable learning and working with digital tools and software
• Positive, proactive, and team-oriented
• Experience with Zendesk, Gorgias, or another customer service platform is an asset
• Sales experience or interest is an asset
• An interest in interior design, lighting, furniture, or home décor is an asset

• Extended health and dental benefits
• Employee discounts
• Product and brand training
• Opportunities for professional development and career growth
• A collaborative and supportive team environment
• Company events and team activities
• On-site parking
• The opportunity to contribute and make an impact within a growing company

Union Lighting & Décor is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.