Bilingual Customer Service Rep

Collaboration & Teamwork

• Work collaboratively with Sales, Production, Credit, Distribution, and other departments to ensure smooth order execution
• Contribute to a positive, accountable, and team-oriented work environment
• Participate actively in team meetings, training sessions, and knowledge-sharing initiatives
• Support onboarding and training of new team members when required
• Embrace continuous learning, process improvement, and operational change

Customer Communication

• Provide timely, professional, and accurate responses to customer and sales team inquiries via email and phone in both French and English
• Own customer inquiries from initial request through resolution, coordinating with internal teams as needed
• Support customers and sales representatives with order-related, product-related, and account-related questions
• Resolve customer concerns with professionalism, urgency, and empathy, escalating issues appropriately when required
• Reinforce a simple and trusted experience through clear, proactive, and reliable communication
• Proactively communicate delays, risks, or order changes before customers need to ask

 Data Entry & Accuracy

• Accurately process customer orders, ensuring correct product details, quantities, shipping information, and delivery requirements
• Maintain detailed and accurate records of customer interactions, order updates, and resolutions
• Review and validate order information to minimize errors and prevent fulfillment issues
• Support the maintenance of customer account information and documentation within company systems
• Maintain a high level of accuracy while managing competing priorities and deadlines

Order Management

• Coordinate multiple complex orders simultaneously from placement through fulfillment
• Review customer artwork submissions and ____ Spec Sheets to guide customers toward the best solution
• Monitor order progress closely and collaborate with internal teams to ensure on-time delivery
• Partner closely with Production, Credit, Distribution, and Sales teams to resolve issues quickly and efficiently
• Identify potential order risks early and take proactive steps to minimize customer impact

 Problem-Solving & Continuous Improvement

• Quickly identify and resolve order discrepancies, delays, and customer concerns in alignment with company policies and customer experience standards
• Exercise sound judgment to balance customer needs with operational requirements
• Advocate for customer needs while collaborating with internal teams to achieve effective solutions
• Identify recurring customer pain points and provide feedback to leadership on process improvement opportunities
• Contribute ideas that improve efficiency, communication, and overall customer experience

Time Management & Adaptability

• Effectively manage high email and phone volumes while prioritizing urgent customer needs
• Balance multiple deadlines and changing priorities without sacrificing accuracy or responsiveness
• Utilize available systems and tools to stay organized and manage workload efficiently
• Adapt quickly to changing business needs, workflows, and priorities in a dynamic environment