Bilingual Customer Service Representative

Brunel; Markham; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

Brunel in Markham, ON invites a bilingual Customer Service Representative to join a contract role with hybrid work. You will handle calls and emails, manage orders, support online portal users, and collaborate with Sales. A SAP ECC user with strong communication and problem-solving skills will excel.

You will thrive in a fast-paced team environment while delivering exceptional service. Fluency in English and French is required, and a college diploma or university degree is preferred.

Qualifications

• Fluency in English and French (both verbal and written).
• Post-secondary education (College Diploma or University Degree preferred).
• Experience with SAP – ECC, Order to Cash, or comparable order management systems.

Responsibilities

• Handle incoming calls and emails professionally, ensuring timely resolutions for customers and Sales Representatives.
• Provide specialized account and order management, including verification, processing, tracking, and issue resolution.
• Maintain and monitor shared inboxes, ensuring prompt action on orders and customer requests.
• Support new customers and those using our online ordering portal.
• Proactively follow up with customers and Sales Representatives to ensure satisfaction.
• Document, track, and resolve customer interactions, escalating where necessary.
• Monitor daily sales orders/transactions to ensure smooth processing.
• Identify opportunities for process improvements and share ideas with leadership.
• Foster strong cross-functional collaboration with internal teams.
• Ensure adherence to customer service standards, policies, and procedures.

Skills

Bilingual English/French

Order management

Customer service

Communication skills

Problem solving

Attention to detail

Team collaboration

Ownership & urgency

High-volume call center

Cross-functional teamwork

Education

College Diploma or University Degree

Tools

SAP ECC

Job description

Bilingual Customer Service Representative (12-month contract with potential extension)

Markham, ON - Hybrid (3 days on-site)

Introduction

We are currently hiring a bilingual Customer Service Representativefor our client - a global scaled biopharmaceutical company. This role is a match for someone who is passionate about delivering exceptional service and building strong customer relationships. If you thrive in a fast-paced, collaborative environment and enjoy problem-solving, this role is for you!

Responsibilities

• Handle incoming calls and emails professionally, ensuring timely resolutions for customers and Sales Representatives.
• Provide specialized account and order management, including verification, processing, tracking, and issue resolution.
• Maintain and monitor shared inboxes, ensuring prompt action on orders and customer requests.
• Support new customers and those using our online ordering portal.
• Proactively follow up with customers and Sales Representatives to ensure satisfaction.
• Document, track, and resolve customer interactions, escalating where necessary.
• Monitor daily sales orders/transactions to ensure smooth processing.
• Identify opportunities for process improvements and share ideas with leadership.
• Foster strong cross-functional collaboration with internal teams.
• Ensure adherence to customer service standards, policies, and procedures.

Requirements

• Fluency in English and French (both verbal and written).
• Post-secondary education (College Diploma or University Degree preferred).
• Experience with SAP – ECC, Order to Cash, or comparable order management systems.
• Previous experience in a high-volume contact center (handling calls and emails).
• Excellent communication, problem-solving, and critical thinking skills.
• High attention to detail and ability to prioritize tasks effectively.
• Ability to work in a team-oriented, high-engagement environment
• Strong sense of ownership, accountability, and urgency in issue resolution.
• Experience in the pharmaceutical or medical aesthetics industry is an asset.
• Customer-first mindset with a passion for delivering exceptional service.
• Ability to stay composed under pressure and handle issues with professionalism.