Customer Service Specialist – Bilingual

Tracti.on; Mississauga; On-site; CAD 49,000 - 53,000; Full time

Job summary

TW, Canada’s leading distributor of parts and accessories for the diesel engine and heavy equipment markets, seeks a Bilingual Customer Service Specialist (English/French) for our Mississauga, Ontario team. You will handle customer inquiries, process orders, and collaborate with sales to optimize service quality.

In this role, you will respond accurately to product questions, manage returns, and support pricing and shipping information.

Qualifications

• Bilingual in English and French, both written and spoken.
• Two or more years of customer service or related experience.
• Strong organizational skills and a customer-focused approach.
• Intermediate proficiency with Microsoft Office Suite.
• Ability to address customer concerns effectively and de-escalate challenging situations.
• Knowledge of the heavy vehicle parts market, or related industry experience, is an asset.

Responsibilities

• Process a high volume of customer orders and inquiries by phone and email in a professional and courteous manner.
• Manage product returns and provide information for an accurate and seamless process.
• Research parts, inventory availability, and pricing through the warehouse management system (WMS), documenting lost sales and causes.
• Partner with management and sales teams to improve efficiencies, uphold policies, and support evolving business needs.
• Develop expertise in products and solutions to confidently respond to questions related to products, pricing, and shipping.
• Build productive, long-term customer relationships, anticipate needs, and identify upselling opportunities.
• Complete special projects and other duties as assigned.

Skills

Bilingual English/French

Customer service

Organization skills

Microsoft Office

De-escalation

Heavy vehicle parts knowledge

Job description

TW, Canada’s leading distributor of parts and accessories for the diesel engine and heavy equipment markets, is seeking a Bilingual Customer Service Specialist (English/French)to join our team in Mississauga, Ontario.

Our Customer Service team is committed to delivering exceptional support to customers. We are looking for a friendly, resourceful, and knowledgeable professional who can provide accurate product information, responsive service, and effective solutions.

Salary Range:$49,100 – $53,300 annually, commensurate with experience and qualifications.

Key Responsibilities

• Process a high volume of customer orders and inquiries by phone and email in a professional and courteous manner.
• Manage product returns and provide the information needed to ensure an accurate and seamless process.
• Research parts, inventory availability, and pricing through the warehouse management system (WMS), while documenting lost sales and their causes.
• Partner with management and sales teams to improve efficiencies, uphold company policies, and support evolving business needs.
• Develop expertise in products and solutions to confidently respond to questions related to products, pricing, and shipping.
• Build productive, long-term customer relationships, anticipate customer needs, and identify relevant upselling opportunities.
• Complete special projects and other duties as assigned.

Requirements

To join our team, you must, among other things:

• Bilingual in English and French, both written and spoken, to support customers and colleagues across Canada.
• Two or more years of customer service or related experience.
• Strong organizational skills and a customer-focused approach.
• Intermediate proficiency with Microsoft Office Suite.
• Ability to address customer concerns effectively and de-escalate challenging situations.
• Knowledge of the heavy vehicle parts market, or related industry experience, is an asset.