Bilingual Customer Experience Team Member – (Remote)

Rock Solid Supply; Quebec; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading company in bathroom vanities is seeking a Bilingual Customer Experience Team Member to work remotely. The ideal candidate will thrive in a fast-paced environment, focusing on building customer relationships and ensuring satisfaction. This role requires fluency in both English and French, strong communication skills, and a customer-focused mindset. Join a company that values excellence and offers a supportive culture with numerous benefits and opportunities for growth.

Benefits

Employee Benefits (Dental, Vision, Extended Health)

Long Term Disability insurance

Employee Assistance Program

Inclusive company culture

Opportunities for learning and growth

Qualifications

• Experience in customer success or account management role.
• Ability to manage multiple customers and their needs simultaneously.

Responsibilities

• Build strong relationships with customers to drive loyalty.
• Monitor customer satisfaction and analyze data for improvements.
• Collaborate with departments to ensure customer needs are met.

Skills

Fluency in English

Fluency in French

Strong communication skills

Empathetic mindset

Problem-solving skills

Analytical skills

Education

Post-secondary education

Tools

ERP system

Job description

Bilingual Customer Experience Team Member – (Remote)

ROLE : Bilingual Customer Experience Team Member – Remote

Rock Solid Supply is looking for someone who can work independently, take initiative, and bring innovative ideas to the table. We believe that the right fit for this role is someone who takes pride and ownership in finding the best solutions for our customers, is an effective communicator, and thrives in a fast-paced work environment.

The Bilingual Customer Experience Team Member will be able to work remotely but must live in the region they support (Eastern Ontario) to provide personalized attention that will help build and maintain closer relationships with our customers.

WHO WE ARE :

Rock Solid Supply Inc. (“Rock Solid”) is a manufacturer and distributor of bathroom vanities and accessories to retailers across Canada. We are a fast-growing company that is currently expanding operations into the United States.

The Rock Solid Promise is to deliver happiness from order through installation with our clean and progressive design, simple, seamless experience and an abundance mentality to deliver extraordinary impact in every bathroom.

We're a company committed to excellence and fostering a happy, inclusive workplace where everyone's Unique Abilities shine. At Rock Solid, we believe in more than just the bottom line; we're driven by a vision to elevate the human experience, through activating our individual and collective strengths to create a culture of empowerment and connection.

OUR VALUES :

• Commitment to Excellence
• Deliver Happiness

RESPONSIBILITIES OF THE ROLE :

• Build strong relationships with customers and drive long-term business growth through customer loyalty and advocacy.
• Support a portfolio of customer accounts, ensuring that each customer receives personalized attention and support, travelling to local stores as needed.
• Monitor customer satisfaction, analyze customer data, identify areas of improvement, and work with Sales Reps to develop strategies that will improve customer experience and increase customer retention.
• Collaborate with other departments within the company, such as marketing and product development, to ensure that the customer's voice is heard and that the company is delivering products and services that meet their needs.
• Assist Sales Reps in identifying opportunities to upsell and cross-sell to existing customers to drive business growth.
• Any additional duties as assigned.

WHAT YOU WILL NEED TO BE SUCCESSFUL :

• Fluency in English and French required (verbal and written).
• Post-secondary education in a relevant field.
• Experience in a customer success or account management role.
• Strong communication skills, both verbal and written.
• Empathetic and customer-focused mindset.
• Excellent problem-solving skills, with the ability to quickly identify and resolve customer issues.
• Strong technical knowledge and the ability to learn and understand complex products.
• Project management skills, with the ability to manage multiple customers and their needs simultaneously.
• Analytical skills, with the ability to analyze data and use it to inform decisions and strategies.
• Sales skills, with the ability to identify opportunities for upselling and cross-selling to existing customers.
• Ability to deal with medium-high stress situations dealing with customer concerns.
• Experience using an ERP system, Syspro, is considered an asset.

WHAT WE OFFER :

• Employee Benefits (Dental, Vision, Extended Health)
• Long Term Disability insurance
• Employee Assistance Program

ADDITIONAL PERKS :

• Inclusive and forward-thinking company culture
• Opportunities for learning and growth

As part of our commitment to ensuring our employment practices are fair, accessible and inclusive of persons with disabilities, please note that accommodations are available, upon request, throughout the recruitment, selection and assessment process for any applicants with disabilities.

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