Bilingual Client Experience/Order Management Specialist

FULL TIME, PERMANENT

Location: Concord, ON (Hybrid work model after the 3-month probationary period).

The candidate will be expected to work in the office Monday through Thursday and remotely on Fridays.

Hours: Monday to Friday 8:00 AM - 4:30 PM

Salary: $55K + up to $2000 Bonus

Company: Our client is a family-run business that continues to grow. Their continued growth has led to them needing to add a dynamic and talented individual to their team of professionals.

Perks:

• Company-paid health benefit plan (after 3 months)
• RRSP
• Annual Bonus (paid quarterly)
• Fitness membership discount
• Employee development
• Casual dress code policy
• Excellent training
• Opportunity for advancement
• Family atmosphere

The Client Experience Specialist is responsible for delivering excellent customer service as the first point of contact for all clients - end consumers, fabricator partners and design/architectural firms. The responsible processing orders, responding to client enquiries (updates on material availability, warranty claims etc.), work with internal teams - Sales & Operations to manage client expectations and other administrative duties. This role ensures that client orders are processed and fulfilled accurately and on time, while also maintaining a high level of client satisfaction.

PRIMARY RESPONSIBILITIES

Order Management and Processing:

• Review daily reports to assist customers with material purchase orders and ensure all order details are accurately processed within 24 hours of receipt.
• Assist Planning Team by flagging gaps in inventory and provide timely updates on material required for commercial projects.
• Collaborate with departments such as Sales, Operations, Accounts Receivable, Logistics, and Warranty.
• Confirm order details and payment status (CIA), ensuring accuracy and clarity.
• Maintain open communication with the Operations Team to ensure smooth order fulfillment and resolve any issues promptly.
• Update clients on shipping statuses, delivery times, and any changes to delivery schedules.
• Provide weekly updates to Sales Representatives regarding open orders and any relevant changes.

Customer Communication and Management:

• Ensure all client interactions via phone and email are professional, courteous, and timely.
• Respond to customer inquiries regarding material availability, offer accurate stock checks, and share detailed product knowledge.
• Provide clients with information about product warranties and resolve any related inquiries.
• Keep customers updated on material status, order fulfillment, and suggest alternative materials or sizes (e.g., different thicknesses).
• Handle inquiries about material availability and provide accurate information to clients in a timely manner.
• Address customer concerns, correct mistakes (including RMAs and credits), and build long-term client partnerships through exceptional service.
• Take ownership of all client-related activities, ensuring commitments are met on time.
• Collect and analyze feedback via client surveys to assess if client expectations, needs, and product requirements are being met.
• Actively ensure that clients' needs are being met and expectations are exceeded, focusing on delivering a positive and lasting relationship.

ADDITIONAL RESPONSIBILITIES

• Maintaining a paperless environment.
• Organizing work area for orderliness and efficiencies at all times.
• Proficiency in data base and Microsoft Office suites, Excel, Power Point, Word, etc.
• Exceptional customer service.

QUALIFICATIONS

• Fully Bilingual English and French
• 2-4 years in order management, customer service, or a related field.
• Strong written and verbal communication skills for effective client interactions and internal collaboration.
• Ability to thrive in a fast-paced environment, managing multiple tasks efficiently while maintaining attention to detail.
• Strong problem-solving abilities with a keen eye for accuracy in data processing and order management.
• Experience with Oracle (preferred) and proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to perform basic and advanced calculations, including addition, subtraction, multiplication, division, fractions, decimals, percentages, and ratios.
• Ability to generate routine reports and correspondence with clarity and precision.