POSITION OVERVIEW
POSITION OVERVIEW
We’re seeking a seasoned Customer Solutions Representative who excels at solving complex customer challenges and driving meaningful business outcomes. This is a strategic, high-impact role, not entry-level. You will step in with authority, take ownership of customer issues, and deliver results. Must be bi-lingual, in French and English.
In this role, you will manage the end-to-end customer lifecycle, from pre-sales support and order management to billing, collections, and issue resolution. Apply problem-solving skills via phone, Live Chat and email to provide target solutions, and collaborate cross-functionally to implement seamless solutions. Exceptional communication, relationship management, and problem-solving skills are essential, as you will represent our products and services while ensuring a superior customer experience.
We’re looking for a collaborative, proactive, confident professional who can drive customer satisfaction and operational excellence across the organization.
KEY RESPONSIBILITIES
- This is not a traditional customer service role. The position focuses on analyzing and resolving complex issues using judgment within established guidelines and collaborating across teams to deliver effective solutions. Although not a call-center environment, this role requires the ability to manage customer inquiries at a fast pace, using thoughtful, unscripted responses that balance high productivity with quality outcomes.
- Serve as a trusted point of contact for internal and external stakeholders, delivering precise, professional, and timely communication.
- Partner strategically with Sales team, Logistics, Third Party Warehouses, and Accounting to resolve complex customer and operational inquiries, ensuring smooth processes across teams.
- Lead resolution of high-impact customer requests across all channels (phone, Live Chat & email), including order processing, inventory management, product recommendations, and lead-time challenges.
- Proactively communicate critical updates, delays, or changes to drive customer satisfaction.
- Manage assigned aspects of the order lifecycle, from order entry and tracking to confirmations, and coordination with Logistics for on-time delivery.
- Manage exceptions and escalations, including returns, credit adjustments, ensuring issues are resolved efficiently and accurately.
- Maintain deep subject-matter expertise in products, sales teams, promotional programs, and internal systems to provide authoritative guidance and support business decisions.
- Identify ways to improve processes, collaborate with leadership, and help drive smooth operations that create outstanding experiences for our customers.
- Maintain accurate and detailed records of customer interactions, solutions, and follow-ups in tracking systems.
- Responsibilities may evolve to support the needs of the business
- Scheduled Regular hours of work are 40 hours per week. Monday through Friday
QUALIFICATIONS
- Minimum 2-4 years of experience in customer service, account management, order processing, collections, or related roles.
- Bilingual - must speak, read and write English and French fluently
- Experience learning and applying complex products, systems, or processes to resolve customer issues and deliver solutions.
- Strong communication skills, with the ability to explain complex information clearly and concisely.
- Exceptional relationship-building skills and a focus on driving positive outcomes across both customer interactions and internal team collaboration.
- Bachelor’s degree in business or related field.
PERFERRED SKILLS
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams, SharePoint).
- Experience with LiveChat.
- Comfortable navigating multiple applications and screens to research, track, and resolve customer issues efficiently.
- Strong ability to leverage technology to enhance the customer experience and streamline internal processes.
COMPENSATION
- Annual Salary: $55,000
- Annual Bonus: 5% of base salary, based on individual and company performance
- Extended Health Care (prescription drugs, paramedical services, medical equipment, & vision care)
- Dental coverage (preventative, diagnostic, & restorative services)
- Short-term and long-term disability coverage
- Employee Assistance Program (EAP) and access to virtual healthcare services
- Registered Pension Plan (RPP) with a 1% employer contribution after eligibility
- Life Insurance and AD&D
- Tuition Reimbursement
- Three weeks paid vacation
REPORTING RELATIONSHIP
Reports to: Customer Solutions Manager
LOCATION
This is a hybrid role.
EQUAL OPPORTUNITY EMPLOYER
World’s Finest Chocolate is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We celebrate diversity and are dedicated to providing an environment of respect and inclusivity for all employees.
