Bilingual Customer Service Representative

Saand Inc; Ottawa; On-site; CAD 45,000 - 58,000; Full time

Job summary

A leading glass fabrication company in Ottawa seeks a Bilingual Customer Service Representative to act as the primary contact for clients. The role requires strong communication skills in both English and French, along with a minimum of 3 years of customer service experience, preferably in a manufacturing setting. The ideal candidate will thrive in a team-centric environment and be focused on customer satisfaction. A comprehensive benefits package is offered after the probation period.

Benefits

Benefits package after probation

Room for growth and advancement

Team-centric culture

Annual additional $250 towards benefits

Qualifications

• Minimum 3 years of customer service experience in a manufacturing environment.
• Fluency in English and French, written and oral, mandatory.
• Ability to read and understand technical drawings and diagrams is an asset.

Responsibilities

• Coordinate internal resources to respond to customer needs.
• Analyze incoming orders for completeness and accuracy.
• Assist outside sales representatives with customer satisfaction.

Skills

Customer service orientation

Fluency in English and French

Time management

Analytical skills

Problem-solving skills

Attention to detail

Education

Minimum 3 years of customer service experience

Working knowledge of MS Office

Tools

A+W ERP system

MS Office

Job description

EMPLOYER: Saand Inc

JOB DESCRIPTION

At Saand we’re not just co‑workers – we’re a community that celebrates your passion and dedication. Your unique contribution is essential to our success, and we make sure you’re not just seen but recognized. Our culture is one of appreciation, ensuring that your hard work doesn’t just fuel our success today but sets the stage for your growth tomorrow. Our core values are more than just words; they are a way of life.

WHY JOIN US?

Company culture is at our Core.

Work in a place where your team values you. Saand has always created an environment where our employees can thrive and develop their skills. One of our core values: ‘Know and Show the Truth’ implies that we are best as an open team working together with transparency and integrity. Headquartered in Etobicoke, Ontario, Saand has over 4 decades of glass fabrication experience and has helped construct some of Ontario’s most iconic buildings.

What are we looking for?

We are looking for a Bilingual Customer Service Representative. This is an excellent opportunity for developing strong relationships with clients and having a deep understanding of customer needs to act as the liaison and main point of contact between the customer and Saand.

FUNCTIONAL RESPONSIBILITIES

The role coordinates internal resources and company assets to respond quickly to customer needs and to implement proactive corrective actions as needed, ensuring a high level of customer service and satisfaction. Responsibilities include reading and interpreting customer drawings to create A+W drawings in our ERP system, overseeing entering and checking customer orders, and performing general administrative work for all departments.

• Communicate with customers through phone and e‑mail as required.
• Assist outside sales representatives by communicating potential issues and providing solutions with orders while working together for customer satisfaction.
• Analyze and review incoming orders and drawings for completeness and accuracy.
• Enter customer purchase orders into an ERP system.
• Create drawings using ERP system (A+W) and attach them to line items in work orders.
• Troubleshoot processing issues within Teams, scheduling, production, engineering, A+W support, and IT.
• Assist customers with tracking and expediting orders as required.
• Place purchase orders for products.
• Coordinate deliveries with customers.
• Log customer complaints, coordinate returns for inspections, and issue credits as required.
• Maintain technical knowledge of Saand products (benefits/comparisons).
• Assist outside sales representatives.
• Coordinate interdepartmentally with Production, Scheduling, and Shipping on customer‑specific requirements.
• Conduct customer account visits, including project discussions, alignment of project orders, understanding of customers’ planning schedules, and coordinating back to our scheduling for capacity planning.
• Review skid, BOL, delivery run sheets to ensure company meets customer deadlines.

What is in for you?

• Plenty of room for growth and advancement.
• Excellent working environment, team‑centric culture.
• Benefits package available after probation period.
• Work‑life balance.

Benefits Included

• Annual additional $250 towards your benefit.
• Recognition: BBQs, Christmas party, and luncheon.
• Dental, Vision, and Extended Health benefits.
• Employee Assistance Program.
• RRSP Match.

Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

• Minimum of 3 years of customer service experience in a manufacturing environment.
• Working knowledge of MS Office and sales order software, and strong keyboarding skills.
• Ability to read and understand technical drawings and diagrams (asset).
• Fluency in English and French, written and oral, mandatory.
• Excellent time management, analytical, and problem‑solving skills.
• Knowledge of the glass industry (tempering, I.G., laminated glass, fabricated glass) is an asset.
• Demonstrated strong attention to detail.
• Proven customer service orientation.
• Strong proficiency in mathematics, including accurate measurement and fraction use.
• Ability to establish priorities and work as part of a team.
• Sense of urgency.

Saand is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Saand will work with you in an effort to ensure that you are able to fully participate in the process.

APPLY NOW

If you are good at what you do, you can work anywhere. If you are the best at what you do, come work at Saand with us. Connect with one of our recruitment team or send us your resume at [e-mail].

Job Types: Full‑time, Permanent

• Dental care
• Employee assistance program
• Extended health care
• On‑site parking
• RRSP match

Experience:

• Customer service: 3 years (required)

Stittsville

START DATE: 11/10/2025

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