Customer Service & Decoration Specialist - Bilingual (Fr / En)

Stormtech Performance Apparel Ltd; Burnaby; On-site; CAD 40,000 - 55,000; Full time

Job summary

Stormtech Performance Apparel, a family-owned company, is seeking a Customer Service & Decoration Specialist. This role involves delivering exceptional customer experience through bilingual communication, coordinating complex orders, and maintaining high accuracy in data entry. Ideal candidates will possess strong organizational skills and experience with CRM systems like Salesforce, contributing to a supportive team environment in a fast-paced setting.

Qualifications

• Excellent bilingual communication skills in French and English.
• Strong data entry and organizational skills.
• Ability to manage multiple complex orders.

Responsibilities

• Provide timely responses to customer inquiries via email and phone.
• Accurately process customer orders and maintain records.
• Coordinate complex orders from placement to fulfillment.

Skills

Bilingual verbal communication

Bilingual written communication

Data entry

Organizational skills

Time management

Education

Experience in customer service

Tools

Salesforce

Job description

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Family-owned and operated since 1977, Stormtech Performance Apparel is one of the fastest-growing suppliers in the promotional product industry, with four distribution centers shipping to 40 countries worldwide.

We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future

As a Customer Service & Decoration Specialist, you will be the voice of Stormtech, delivering a trusted customer experience through professional communication and accurate order entry. While email will be the primary mode of communication, phone interactions will also be a key part of the role. Your ability to coordinate complex orders, provide accurate responses, and resolve customer inquiries will be essential in ensuring a seamless and trusted experience for our customers.

This role requires exceptional data entry skills, strong written and verbal communication abilities, and the capacity to manage multiple tasks efficiently. Experience with Salesforce or similar CRM systems is a strong asset. This is a 7-month contract position.

KEY RESPONSIBILITIES :

Customer Communication

• Provide timely, professional, and accurate responses to customer & sales team inquiries via email and phone, in English and French.
• Assist customers and our sales team with order related inquiries, product related inquiries, and account-related questions.
• Address customer concerns with professionalism and patience, escalating issues when necessary to ensure a satisfactory resolution.
• Maintain clear and professional communication with customers, reinforcing a simple and trusted experience in every interaction.

Data Entry & Accuracy

• Accurately process customer orders, ensuring correct product details, quantities, shipping addresses, and shipping methods.
• Maintain meticulous records of customer interactions, order details, and resolutions for future reference and reporting.
• Regularly review and cross-check data to ensure accuracy and prevent order processing errors.
• Support the maintenance of customer accounts, updating contact details and preferences as needed.

Order Management

• Coordinate multiple, complex orders from placement to fulfillment, ensuring all details are correctly documented and executed.
• Review customer provided artwork and Stormtech Decoration Spec Sheets to effectively guide the customer to the best solution.
• Monitor order progress and proactively communicate any delays, backorders, or issues to customers.
• Work closely with Production and Credit teams to ensure on-time delivery.

Problem-Solving

• Identify and quickly resolve order-related issues, such as discrepancies, delays, or product concerns, in alignment with company policies.
• Investigate customer complaints, determine root causes, and provide appropriate solutions or alternatives.
• Balance customer needs with company policies, ensuring fair and efficient resolutions.
• Recognize recurring customer issues and provide feedback to leadership for potential process improvements.

Time Management

• Effectively manage high email and phone volumes, prioritizing urgent customer inquiries.
• Balance multiple tasks and deadlines while maintaining a high level of accuracy and attention to detail.
• Utilize all available tools to stay organized and ensure efficient task completion.
• Adapt to changing workloads and priorities, demonstrating flexibility and efficiency.
• Work closely with internal teams, including Sales, Production, Credit and Distribution, to ensure smooth coordination of orders and shipments.
• Foster a positive and supportive team environment by actively participating in team meetings and knowledge-sharing sessions.
• Contribute to continuous improvement initiatives, offering ideas to streamline processes and enhance customer experiences.
• Be adaptable to changing business needs, embracing new policies, technologies, and workflows.
• Assist in training new team members, providing guidance on best practices and company procedures.

YOUR KEY SKILLS

• Excellent bilingual verbal and written communication skills (French and English) with a customer-first approach.
• Strong data entry and organizational skills with high attention to detail.
• Ability to manage multiple priorities and coordinate complex orders simultaneously.
• Previous experience in customer service, order entry, or a related role is preferred.
• Experience with Salesforce or similar CRM systems is an asset.
• Ability to work independently while collaborating effectively with a team.

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